A new notification has been added as part of the Incidents Notifications.
This notification will be sent when an incident belonging to you has been in status “Customer Action” or “SAP Proposed Solution” for a period of 7 or more days without any action. This notification is designed to help you never miss an update or solution provided by SAP Support.
You can configure how to receive such notifications, either through the SAP ONE Support Launchpad or through email. For more information on how to enable or disable these notifications, follow the instructions in SAP Knowledge Base Article 2530034.