# Email notification if ticket is unanswered
# Symptoms

There is a need to notify agents and managers if a ticket remains unanswered for a certain number of hours and SLAs are violated.

# Solution

The task can be solved by writing a [runtime script plugin](https://support.swarmica.com/article/ru/949-avtomatizaciya-na-baze-runtime-scripts.html) that can be set to run on a certain schedule, and which will check tickets that remain unanswered (for example, 48 hours since the last response) in a certain group, and send an email to the members of that group.

[Example script.](https://support.swarmica.com/attachments/r/H/rHf41qto93ECaW8w_a/recurring_ticket_group_notify_noanswer.py)

:::caution
The use of plugin scripts requires a [Premium plan license](https://swarmica.ru/plans)
:::