Personalized email for incidents and escalation level setting

Discussion created by 6697261 on Feb 27, 2014
Latest reply on Feb 27, 2014 by 6011364
Hello...On smanage we are managing our incidents. I do see automated email option to send a report weekely. However is there a way we can trigger personalized email to people working on incidents alerting them of the issue that has been assigned to them but not resolved or closed yet. Also is it possible to set escalation level for such email, so first and second reminder should go to people managing incident and then the 3rd going to their managers?