I love the auto email option to agents for unassigned tickets, but was wondering if there was a way to setup a reminder email on unassigned tickets after a certain timeframe.
Example: The main helpdesk person is out, a ticket comes in and all agents are notified. 2 hours pass and the ticket is still unassigned.
In this example what I am looking for is a way of sending a followup email to agents advising the ticket still has not been touched. We only have one person who regularly looks at new tickets and the rest of IT doesn't always get to tickets if that person happens to be out, this would be a huge boon.
This may be something that can benefit the user in this ticket as well, or if that was implemented this could be done from that suggestion.
http://www.lansweeper.com/Forum/yaf_postst13997_Change-Ticket-Status-based-on-Time.aspx#post48717
