I would like for Service Manager to send an email to the assignee of a change after the scheduled implementation end date has expired to remind the user to close their change. If the change is still open after 5 days, I would like SM to send an email to the assignee manager to ensure that a change gets closed. The reason being, multiple teams aren't closing their changes timely which results in chasing them up separately. This would automate the same.
I am guessing the following needs to be done to accomplish this work.
1. Modifying workflow to include a RuleSet that checks for all open tickets passing the "schedule start time".
2. Set up notification record and include for true conditions on 1st step.
Please correct me if i am wrong in my points. Thanks.