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Automation to send email if ticket is not assigned

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?

1 answer

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

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