Automation to send email if ticket is not assigned

[Danielle David]

Is it possible to have a automation/rule where if a ticket that has a high priority and assigned to a certain group with the assignee unassigned that if the ticket is not assigned to someone after 2 hours to generate a email to certain people?

[Harald Seyr]

Hi @Danielle David 

This is possible. My suggestion is

• use the issue list to select the issues you want to be reported (assignee nulled, issue creation timestamp < now() - 2h), however I am not sure about the "assigned to a group but unassigned" part
• save the selection as a filter
• create a subscription to the filter to users or a group mailbox that is checked e.g. every 10 minutes

Regards,

Harald

[Danielle David]

Thank you, i am a little confused. Is this an automation?

[Harald Seyr]

That depends on your understanding of automation. A subscription to a filter triggers an email that it created by the system based on filter results in the interval configured in the subscription.