Email Notification for Unassigned Tickets
I'm trying to setup a rule that will notify our IT group when there is a ticket that is new and unassigned with a certain priority level after so many minutes. When I try to setup the rule using the wizard, the second step only allows me to change a value. Is there a way to do this? I'm not very good with SQL.
I have when the Priority is Critical and Owner Full Name is Unassigned as the tickets to be affected, but when I go to the next step, I only get the option to change the value to something else. Is there a way to add a custom field for custom rules?