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Hi. I am looking to create a project automation rule based on SLA Threshold Breached as the trigger
The SLA condition is very basic. If the ticket is not updated after 21 days I want the rule to add a comment to the request that asks the assignee to provide an update to the request
For condition 1, does the comment have to be shared with the customer? For option 2 if the automation creates the comment will it reset the clock since the trigger is not made by the assignee nor the reporter
Lastly, this just seems to be way more complicated than it needs to be. Is there another way to do this. Thanks.