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Can You Configure a Notification Based on Condition with Time Delay?

Question asked by jmascaro on Sep 29, 2015
Latest reply on Oct 5, 2015 by cdtj

Is it possible to configure a notification to trigger based on a condition with a time delay? We want to remind AEU's that they have a ticket in Waiting Customer 1 week after the ticket has been sitting in Waiting Customer. Essentially we would like to start a timer for 1 week once the ticket has been set to Waiting Customer. If the timer expires before the ticket status has changed we then want to send a reminder notification to the AEU. Can this be done, if so, what is the best way to accomplish this in Service Desk v12.9? I was thinking of an event or a Service Type, but I am looking for recommendations or advice from anyone that may already have something similar, thanks.