Set up an escalation email notification
SummaryAn email notification should be sent when an incident has not been updated.
I have a requirement to send an email notification to a group when an incident status has not been changed within a 2 hour period from the time it has been created.
I attempted to accomplish this by creating two rules as per “Create a Rule that Sets the Escalation Level” documentation. See enclosed document that shows the rules I have set up.
The issue is that I am not receiving the email notification.
Is using rules to send the email notification the right approach, or is there a better way of accomplishing the task?