K1000 Servicedesk: Emailing submitters when ticket has no response
Can any of you assist us in making a change to allow us to have a submitter of a ticket notified when the ticket is not updated within 7 days - currently the owner gets notified but not the submitter. This is the pre-generated K1000 ticket rule named "WaitingOverdue".
Also, despite setting it up the ticket are not automatically closing after 14 days.
We have KACE set up to
7 days - Notify of non-update in 7 days.
Another 7 days (total of 14) - Automatically close ticket
Any help would be appreciated.
There are no answers at this time