3-Strike Rule automation

[sparkles]

Hi,

We have a requirement for sending automatic notifications to the caller of the incident if the ticket is put on hold for the on hold reason as "Awaiting Caller". This should work based on the conditions below:

1) first notification - support member has attempted contact with user or has applied/suggested a fix and are awaiting feedback. Ticket state changed to “Awaiting user info”

2) then - No response after 24hrs:

ServiceNow sends a “Day 1”  follow-up email to both end user and "assigned to" and updates work notes in ticket

3) then - No response after 48hrs:

ServiceNow sends a “Day 2” follow-up email to both end user and "assigned to" and updates work notes in ticket.

4) then - No response after 72hrs:

ServiceNow sends “Day 3” email to both user and " "assigned to"" that we've made 2x follow-ups and therefore will Resolve the ticket and that it can be re-opened by the user for up to 5 days if required.

5) then - Ticket Closure:

ServiceNow sets ticket state to Resolved. Appropriate notes updated. Ticket automatically closed if no action in 5 days.

can someone help me how to or the best way to accomplish this?

thanks!

S

[diogovdcandrade]

Hi there 

My approach would be Business Rules and System Notifications.

Basically, the ticket state change triggers the business rules (I advise 1 business rule for each scenario) and the business rule triggers the notification in question that knows which fields from the ticket to use. 

Business Rule 1:

Table: desired table name

Advanced: yes

When to Run: Insert/Update

Trigger: state is "Awaiting User Info"

Actions: none

Advanced:

var emailAction = new GlideRecord('sysevent');
emailAction.addQuery('name', 'YOUR NEWLY CREATED NOTIFICATION NAME');
emailAction.query();
if (emailAction.next()) {
gs.eventQueue('email.sent', current, emailAction.sys_id, 'YOUR NEWLY CREATED NOTIFICATION NAME');
}

test in pre-prod environments before using.

good luck 

[sparkles]

Thanks @diogovdcandrade

Where do I add the 24hs,48hrs and 72hrs in the BR? in another word how does the  system know if 24 or 48hrs passed?

[Dr Atul G- LNG]

HI @sparkles 

https://www.servicenow.com/community/developer-forum/there-is-3-strike-rule-which-sends-users-remind...