Assign ticket within 3 hours of receipt if the ticket is unassigned

Hi there,

I have a question from our Service Manager about automation.  Can TDX be programmed to autoescalate all tickets to a given recipient if the status is not changed from “New” within three hours of being initiated/submitted?

I am looking at our ticketing application's Automation Rules. I don't see any way to establish time rules. Are there settings elsewhere we should look at that may help us solve this using the system? I know in most cases, it might be a report for someone to monitor, for example.

Thanks for any insight on this!