Email notification after a given time

[HervE]

Hi,

I tested email notification to agent on event: new ticket. Works fine.

Now what I want to do is the following:
Send email notification to agents for all tickets in state new aged more than 2 hours.

Is it possible?

Regards,
HervE

[crythias]

Only if you can get Generic Agent to change something (state) that notification (Event) will pick up. For instance, you could create a new State of new-2+hours of type open and use Generic Agent to check for and change state from new to new-2+hours which notification (Event) can use.

Agents with "My Queues" and notification preferences "Yes" will get new ticket notifications without Notification (event).