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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