I need any case with Specific category
which is not assigned to anyone for one hour to be escalated to me and send notification to me
Also if any case is assigned to someone and is not solved
for 3 hours and a half to be escalated to me and send notification to me
Which version of SCSM?
http://www.scsmsolutions.com/ freemanru (at) gmail (dot) com
for the first one you can check Mail Notification -Unassigned Incidents
for the 2nd you have to build your own solution or check SLA Management Pack for Service Manager from Cased Dimension
or you can check MS basic solution
Mohamed Fawzi | http://fawzi.wordpress.com
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