Ageing (long pending ) problem ticket report , to notify group members of abc group

[vamshi2]

Trigger a mail alert for ageing (long pending ) problem tickets to abc group 

Ageing scheduled report to abc group for PRB on weekly basis.

Ageing PRB tickets = 

- State is not closed or cancelled

- Today minus created date > X calendar days

- X = 30 for P1

- X = 45 for P2

- X = 55 for P3

[Dr Atul G- LNG]

Hi @vamshi2 

You can do this in Flow Designer by using actions. First, look up records with the condition for P1, then P2, and finally P3, creating three different actions. For each record, create the notification and send it to the assignment group manager.

[Shubham_Jain]

@vamshi2 

Step 1: Create a New Flow

• Navigate to Flow Designer → Click New Flow.

• Name the flow: “Ageing Problem Ticket Alert”.

• Click + Add Trigger → Select Problem [problem] table.

• Set Trigger Conditions:

• State → is not → Closed

• State → is not → Cancelled

• Priority → is → P1, P2, or P3

Step 2: Add Conditions for Ageing Tickets

• Click + Add Action → Select If.

• Add Conditions:

• Priority = P1 AND Created Date ≤ 30 days ago

• OR Priority = P2 AND Created Date ≤ 45 days ago

• OR Priority = P3 AND Created Date ≤ 55 days ago

Step 3: Configure the Email Action

• Inside the If condition block, click + Add Action.

• Select Send Email.

• Configure the Email:

• Recipients: Add abc group

• Subject: [PRB Alert] Ageing Problem Ticket - ${current.number}

• Body: Whatever content you want to add 

[DrewW · Accepted solution]

You can just schedule a report for this and schedule it to run every week on the same day.

This is not the whole thing but I think you get the idea.

The only issue with this method is that if you want it for more than group ABC you would have to create the report multiple times.  Which is not ideal.

But you could use the above query in a scheduled job or possibly a flow and then a notification to do it for more groups.