The scenario I'm trying to fix is as follows;
A user logs a ticket and one of my Helpdesk staff picks it up. They start to deal with the issue and they add a private note to the ticket. But they don't reply to the ticket to let the user know that they've started dealing with it.
Obviously the most important thing is to let the user know that we've started to assist.
The suplementary issue is that the ticket remains marked as "New".
What I'd like to happen is that when an Agent adds a note to a "New" ticket and then the ticket remains "New" for, perhaps, 30 minutes, then the Agent and the Helpdesk Supervisor get notified that there is a problem.
Could this be done with a Dispatchr or Supervisor rule?
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