Ticket rule to e-mail service desk personnel if ticket has not started after 2 hours
I am trying to come up with a ticket rule to send service desk personnel an e-mail if a ticket that has been created is in a status of New - Not Started for 2 hours or more.
This is in order to keep a ticket from being dormant for too long if the technician assigned to it is not available for a while so service desk personnel can assign it to someone else or at least check with the currently assigned tech.
Does anyone have some pointers as to the best way to accomplish this?
Thanks in advance