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How to capture the idle time of a ticket status using PAM?

Question asked by vchinni on Mar 7, 2016
Latest reply on Mar 8, 2016 by vchinni

The requirement is to verify if the end user has updated the ticket status to close from "EU Verification" status. If this specific status update has been pending for 15 days since when the ticket status was changed to "EU Verification" then send a reminder email notification to end user. Please advise on how this functionality could be achieved using PAM.