Auto notification to chase end user to provide information

[Sam Ogden]

Hi All,

When we place our incidents in the state of 'pending' we have an additional sub state field.  One of the options is 'pending client information'.  When in this state the SLA pauses until we receive the details from the client.

Part of our process is every 3 days while in this state the agent sends a chase email to the client to prompt the information.

I have been asked if it would be possible to automate this process.  We are driving our clients to use the Service Portal so in the main the information would be provide by them adding and additional comment on the incident or adding an attachment (or both).  

I can think of a couple of possible ways to achieve this, but was wondering if anyone has anything similar in place, or any warnings against doing something like this?

Thanks

Sam

[asifnoor]

You can write a scheduled job to achieve this. 

In the script of the scheduled job, you can check the sla state and substate value and can trigger the email accordingly.

Mark it as correct/helpful if this helps.

[Dubz]

As Asifnoor says, you can use a scheduled job to do this quite easily. if you're on Kingston+ it might be quite cool to try and get it working with the flow designer though. If you do share your solution with the class 🙂

[Sam Ogden]

Hi David,

I had wondered of trying it with flow designer - we've recently taken London Patch 5, but have not tried much with flow designer yet.

I'll let you know how we get on.

Thanks

Sam