Can I be notified when a problem ticket has reached a certain number of incidents?

Question

Can I be notified when a problem ticket has reached a certain number of incidents?

Answer 

Yes, it is possible to configure triggers that will look at the number of incidents connected to a problem ticket. This can be done by using the condition Number of incidents > is > (desired number). For more information on this see Working with problem and incident tickets.

To create the trigger

1. Click the Admin icon (  ) in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add Trigger.
3. Add the following conditions under Meet all of the following conditions:

• Ticket > is > Updated
• Number of incidents > is > (10)

Add the following actions under Actions:

• Email group > (assigned group) 

 Your trigger should resemble the image below: