Does anyone that have the SQL code for a custom ticket rule that would sent out a notification to the ticket owner if the ticket has not had it status change from "New" to "In Progress" in specified time?
This option isn't part of KACE out of the box. Which was disappointing to me because a lot of companies take their SLA's seriously. KACE only has email notifications to the ticket owner if the ticket goes into overdue status. I need more options with ticket notifications.