Mark, I agree with Shawn comments 100%, its the Incidnet Process Owner who should get a report with the assignee and the assignee manager info on frequent basis with such exception incidents that are open, so that the Process owner can take it up with the Assignee and Assignee Manager accordingly.
Also your process Owner can define a process where you can setup a Escalation which will send a Email Notification on daily basis to the Assignee and their manager for incident not resolved beyond an X period. Ideally there must be no good reason i could think where the Assignee can hold a Incident open for years!! -Sathish _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
