Is there a way to Send the Incident Contact an email after 3 days and 5 days based on status?
Escalation rules are not working in this scenario.
I have tried the Escalation rules to send the customer a notification email after the 3 days and 5 days time period based on the status condition but it did not work properly. It overrides the other escalations being set on the incident or sometimes it does not even work if other escalations are already set.
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