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We have SLAs set up but often the ticket is left sitting for whatever reason for multiple days, etc. Is there a way in Service Management (Cloud) to send a reminder e-mail to the asignee?
Hi @DBL L
One way to do this is to create an automation rule that runs 1x per day (so the rule is triggered by time/cron expression). The condition is a JQL query, something similar to this:
And the action is to send the Assignee an email.