Trigger notification/update request based on time elapsed since last comment or action on a row
We're using a ticketing system and trying to find a way to trigger automatic update requests when a ticket/row has been unacknowledged for more than 12 hours. Currently we're using the comments feature to post updates to the ticket across shift changes.
How can I set an alert to go out if there has been no comment on a row for a certain period of time?
I used the ticket template found here:
Or is there a better way to do this?