I've a question regarding escalation events. A customer wants to send out an email 30 days after a ticket is created - also if the ticket has been closed.
I tried to create an escalation level who send out an email, and set the Priority to Request Closed: Continue.
Unfortunately I can't get it to work. As you can see in the log below, the escalation stops upon reading the request. Even if I've set the Priority to Request read by owner: Continue.
How can this be?
I'm on an Online solution.