Auto email for incidents in "On Hold - Waiting Caller"

[terrieb]

Our Service Desk Manager is asking if we can do this.  

Below are his possible solutions but not sure if any can be done:

Possible acceptable solutions

1. email template to remind the customer to reply
2. somehow script it to send the same email that was sent previously with a reminder count and a blurb at the end that we will close this incident if no response is by x Date where x date is 5 business days from the start of the script
3. somehow script it to send the same email that was sent previously with a reminder count

The goal is to automate the emails coming from Service Desk while waiting on the customer to reply so they can focus on life responsive customers

Maybe we can have this start after 2 business days from the time the ticket was put in on hold waiting caller?

Looking for suggestions/advice here!

Thanks!!

[Jon23]

Hi @terrieb ,

This should be easily achievable using Flow, my only question would be why you need to send the same email that was sent previously.

To keep things simple, something like the following should work in flow:

• Trigger Flow when ticket state=on hold waiting caller
  • Wait: if state changes within 2 days End Flow
    • Else send initial reminder email (notification)
  • Wait: if state changes within X days End Flow
    • Else send reminder email (notification)
  • Wait: if state changes within X days End Flow
    • Else Auto Close ticket

[terrieb]

I concur with your question - SD Manager is requesting it....

I will try the flow option and let you know if this works.

Thanks!

[d_cammack]

Hello @terrieb ,

It would be good to set the inactivity monitor, if there isn't one already.  This will trigger an event (in the case of incidents the incident.inactivty event which would be used to trigger an email.  The benefit of this is that it can be set to only trigger during business hours when people are more likely to see these emails among all of the other emails they receive during the day.

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/time/task/t_...

You might also look at popping an info message for the Service Desk to see, in case the user calls in on another issue, that the user still has another open ticket and waiting their response.  The second agent can either update the previous ticket or send a message to the agent waiting on a response to the initial ticket. 

Hope this helps.

-David