We have multiple service catalogue items used at our company that require manager/supervisor approval before they can be processed and thus have an approval request sent to the incident requester's manager as part of the catalog items' process. The problem is that sometimes these approval requests sometimes get buried in the manager's email box or are otherwise forgotten about which leaves these tickets indefinitely on hold. This has caused several time-sensitive tickets to be delayed significantly. We would like to be able to automate sending a reminder to supervisors/managers after x number of days without a response from them, either as a part of the catalog items process or as an automation rule. We have created automation rules in the past that send emails out to specified people under certain conditions but unlike with catalog item processes we cannot select 'Incident Requester's Manager' as a recipient, only the requester, assignee, or a specified user.
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