Not sure this has come up before. At the moment, if an agent keep his ticket untouched, there is no option to escalate to the HOD after certain time or dates. The only option is available to create a SLA and link.
I would like to create a rule that if an agent reporting to me and keep his ticket untouched for certain period, create an alert to me. This way i will know if the incident / service request is going to breach or not. Another example, if someone selected a Critical priority, create an alert to the agent's HOD.
Maybe you can create a section under Setup and create a section called Rule and set this up. Or under automation, give us more option to add conditions such more than 7 days, date range, Agent name, report to, etc..
|What problem will this feature solve?:|
Provide better service, highest customer satisfaction. Less SLA breach across.