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Sample 5: Email notification to manager when critical/high priority request has been active/open for more than x hours

Back to Business Rule Examples


Frequency is set to run every minute during Business hours:
Note: Setting the Frequency to every 1 minute is not recommended for all the Business rules as priority of the Business rules are based on the Frequency.
General tab


Conditions will be the following:
Conditions tab
Please refer to Criteria Options for Rules and Reports for more information on conditions.


Workflow will not change therefore all fields will be set to "Unchanged":
Workflow tab


Create an Email notification with the following:
(Please note this is just a sample, Email template can be customized to your needs)
Email Template
Notification Tab