[rt-users] Notification of new request not yet taken

Millard, Matt Millard.Matt at principal.com
Fri Sep 13 09:52:26 EDT 2002

Is there a way to set up this sort of notification?
A request comes into the help desk, and it sits in the queue for 8 hours.  After 8 hours no one has claimed ownership of the request.  Send an email to the queue admin notifying them that there is an unclaimed ticket so that he can go and assign it.  If the queue admin hasn't assigned it after 24 hours then send an email to our on-call pager notifying them that there is a request in the queue that hasn't been claimed.

Has anyone set anything like this up before?


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