Service Level Management Rule Configuration

Idea created by 6735445 on May 25, 2016
    Long term plan
    Score180

    (Originally posted on 4, December 2014)

    I'd like to see more granularity when configuring rules for SLM.  For instance, a rule I'd like to create would look like this:
    If an incident is in either of the states "awaiting input" or "on hold" for over x days, send a message to the "assignee" requesting that they follow up with the requestor.  A number of these pieces are unavailable currently:
    - you cannot create a rule based on incident state
    - you cannot send a message to 'assignee'- Resolved
    - you can not dictate what the notification / message states- Resolved

     

    Are there any feature updates in the pipeline that may address these shortcomings?

    What problem will this feature solve?: