K1000 Custom Ticket Rule - 2 hour Escalation
I am currently looking for a way to create a custom ticket rule for a "Critical" priority which will need to be escalated after 2 hours. Since the Due Dates do not include a time, I was going to try and create a custom ticket rule that runs every 15-minutes and will add a CC list once the difference between creation time and current time is greater than 2 hours. I've looked up the SQL syntax, but I can't seem to get anything working. Has anyone else gotten something like this to work? Thanks.