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SLA for "last updated"?

Question asked by Francis Uy on Apr 4, 2018
Latest reply on Apr 5, 2018 by Yum Darling

Is there a way to set alerts or notifications if incidents have been sitting idle for a certain amount of time? After assignment, after first response, but still in progress?

This is different from "not resolved by". If a ticket takes a long time, that's fine as long as it's actively being worked on. We want to spot tickets that get dropped, waiting for a reply that never comes.