I've created a Time-Based Action rule to send an alert to an agent when a ticket is 7 days past due but would like that alert to only go to the ticket owner. I've found that if I do not specify the ticket owner within the Time-Based Action's criteria and also limit the email alert to be sent to only that agent, the emails will go to all agents (if all are selected).
Ideally I'd like to be able to specify something like "where agent is ticket owner" as part of the criteria.
Is what I'm trying to do possible?
Thanks,
Phil