Is there an opportunity to send a mail to the assignee of the issue?

We have several assignee for the help desk and I want to create an short reminder before I initiate the escalation.

2 answers

0 votes

Hi Richard,

Do you have the mail configured in your Help Desk? If so, I believe that every comment should send out a notification to the assignee through e-mail.

 

Hi Benito,

I have configured the email for the Help Desk.

Sorry but my question is a little bit mistakable. I want to implement the reminder via RSE.

So I have an escalation for issues which are not updated for 4 hours. There the mail goes to the project leader.

But bevor these 4 hours are reached, I want to send a short reminder via RSE to the assignee of the issue. The Problem is, I have to choose the assignee in the RSE what makes no sense, because I have different assignee for different issues and I dont want to create several escalations for every single agent.

I hope you understand my problem.

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