Auto acknowledgement of all tickets within 30min

sumit-hl
Giga Contributor

‎11-20-2024 07:47 PM

Can someone please suggest how to perform this  "Auto acknowledgement of all tickets within 30min".

I have requirement where for all tickets (irrespective of priority) raised by user we need to acknowledge the tickets in some format like . User must get notification that ticket has been acknowledged.

Dear [User's Name],

This is to inform you that your ticket [Ticket Number] has been successfully acknowledged.

Our team is currently reviewing the issue, and we will keep you updated on the progress.

Ticket Details:

  • Ticket ID: [Ticket Number]
  • Created On: [Creation Date]
  • Priority: [Priority Level]

We appreciate your patience and will ensure a prompt resolution.

If you need further assistance, please feel free to contact us.

 

Best regards,
Your Support Team
[Your Company Name]
[Support Email or Contact Information]

 

Can this be done within ServiceNow or we will have to rely on other open source like Python and even in UiPath this can be performed. 

Please share the steps if possible in ServiceNow . It's URGENT !! 

Thanks

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sumit-hl
Giga Contributor

‎11-21-2024 12:08 AM

I tried below steps but somehow not receiving the mails. I have set my email id as "Caller" . One time the email notification went to "Outbox" not sure why. Unable to get the option "Test Email notification" . Any suggestion will help. 

  1. Check Email Outbound Configuration:

    • Go to System Mailboxes > Outbound.
    • Verify SMTP server, port, and authentication settings.
    • Test email settings using System Mailboxes > Outbound > Test SMTP.

  2. Verify Email Queue:

    • Navigate to System Mailboxes > Email Queue.
    • Check for stuck emails or errors in the queue.

  3. Inspect Email Logs:

    • Go to System Logs > Email Logs.
    • Look for errors or warnings related to email delivery.

  4. Review Notification Setup:

    • Navigate to System Notification > Email Notifications.
    • Ensure the notification is correctly configured (triggered event, recipients, template, etc.).

  5. Check Email Properties:

    • Go to System Properties > Email.
    • Ensure Mail Delivery and Enable Email Notifications are enabled.

  6. Inspect Business Rule:

    • Navigate to System Definition > Business Rules.
    • Ensure the Auto Acknowledge Tickets rule (or similar) is active and triggers on the correct condition (e.g., "New" state).

  7. Check Recipient Email:

    • Verify the Who Will Receive section in the notification.
    • Add test email addresses directly under recipients if needed.

  8. Review Outbox and Failed Emails:

    • Navigate to System Mailboxes > Outbox and Failed Emails.
    • Investigate errors for failed or delayed emails.

  9. Ensure Permissions:

    • Confirm the user triggering the notification has appropriate permissions to send emails.

  10. Create Test Incident:

  • Simulate the process by creating a new incident to check if the acknowledgment email is triggered and sent successfully.
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