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Reassign an incident based on time in an unresolved status

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edited Oct 23, 2019 1:45PM in System Admin and Configuration 3 comments

Summary

Reassign an incident based on time in an unresolved status

Content

Hello,

Does anyone know how we could set up the following process of when an incident is assigned to an agent but the incident has been in an unresolved status for over an hour it automatically updates the assigned account to no value so that it can be pulled into another agent's inbox when they hit fill inbox?

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