Awaiting User Info automated reminder

[leslie8]

I have a requirement that incidents in the Awaiting User Info state for longer than 2 days must send an email notification to the Caller reminding them that their incident is awaiting a response.

I'm wondering the best way to approach this functionality.

My first thought would be to create a Workflow that has a timer and triggers an event in the registry. However this seems like it might be overly complex.

What would be a simpler method?

I was also thinking a Business Rule would trigger an event. Although, I would need to create a Date/Time field that is associated with the Awaiting User Info state and we need some sort of timer to keep track of the 2 business days duration.

Just looking for anyone who has implemented a similar feature or any ideas on the best approach.

[Pradeep Sharma]

Hi Leslie,

You may find the below link helpful.

http://wiki.servicenow.com/index.php?title=Creating_a_Simple_Reminder_Email

Please let me know if you have any questions.

[dhruv_askme]

Hi Pradeep,

If you could help me with this.we need to automate our 3 strike policy.

As per that if incident is in awaiting user confirmation we will send 3 mails to user

1 at the time of changing status

2 on the fourth day

3 on 5th day and on tenth day if we didn't get any response we will auto close the ticket

Can u provide the workflow and we have another constraint if user respond kindly change the state so we need if condition to check this before sending second and third notification and moreover we want the in the notification email we want to provide him with two option to confirm or to update so we need to link

[scottatah]

We recently did something similar, though we're not as patient with our clients as y'all appear to be

Built a simple workflow initiated whenever an Incident is set to a state of Awaiting User Info:

Then we created two business rules:

1. Set the state back to Assigned the caller or member of the watch list modifies the additional comments.
2. Delete existing workflows if the state changes from Awaiting User Info.

Looking back it seems pretty simple, though it took us a few tries to get it working properly (knock on wood that theres no future issues).

Thanks,

Scott

[Prabeen Manandh]

Hi Scott,

Can you be more details on creating a workflow and further please as i'm a newbie? Tried your steps but couldn't get it to work.

Thanks,

Prabeen