Macro notification does not work

[zzz01]

Hello all,

We use email macros to sent Incident Management notifications. The majority work correctly. However, we have trouble with the following:
"Notify the administrator if any incident is not resolved within 48 hours of the moment it was first assigned".

I tired the following condition for the macro:
tod() - open.time in $L.new = '4 08:00:00' (our client has a calendar of 10h per day). And it does not work...

I have three questions regarding the above condition:

1) Is the tod() function supported in macros?
2) open.time is not exactly what I need. Is there a field that describes the moment when the incident was first assigned to a technicien?
3) Is the frmat '4 08:00:00' correct in a macro for 48 hours (for a calendar of 10h per day)?

Or, is there another way to implement this notification.

(We can't use SLA alerts because our client didn't purchase the SLA module).

Thanks in advance for your assistance.

[tommy]

Try this instead:

tod() - open.time in $L.new > '4 08:00:00'

But the problem is that the time probably won't be accurate since a macro is only fired on updates. So if the incident is not updated for 60 hours the macro won't fire after 48 hours.

If you need it after 48 hours you need to run a script through a schedule record. On peregrine support site there is a document explaining how to run a report or script via the schedule file.