i need help please. tickets logged on our self service portal goes into an "awaiting progress" status. what i want to achieve is either of these
when a ticket is in awaiting progress status for more than 2 hours, a notification is sent to firstname.lastname@example.org
the ticket changes to a certain colour if in "awaiting progress" status for more than 2 hours. the issue i think with this one is that customers don't have the option to select response level. so an analyst needs to manually set a response revel on to the ticket and then progress it to "open" status
any ideas please . which ever one I can achieve is good.