Hi Ben,
Yes you can do this.
You need to go and create an incident report (go to your incident dashboard, and then reports & queues). You should then be able to select "created date" and enter "created before 5 days ago" (literally just type this in).
Once you have created this report you can then create an action schedule for this to add people to the watchlist and post a comment (which will be emailed to these people).
We've got the implementation of email templates slated for our short term roadmap, so you'll have even better control of this further down the track.
Check out these knowledge articles:
http://support.citrixonline.com/en_US... http://support.citrixonline.com/en_US... Kind Regards,
Dan
