How to automate ticket worklog are not updated at regular intervals based on the priority.

[BanuMahalakshmi]

Hi,

Need to automate - if a ticket is not updated for more than a day then automated notifications will be triggered out to the individual assignee, lead (Based on the priority) until the ticket got updated with current status. pls advise me.

[Mark Manders]

How do you define 'updated with current status'? What action is sufficient to not be notified? Reason for asking: years ago this was implemented (kinda) at my company (where I was an agent) and it lead to people opening all their assigned tickets, put a dot, or remark that doesn't help the end user and save it, not getting notified.

Next to that: there are tickets that take longer. And if I get 20 emails a day, I will put a rule on my mailbox to just ignore them. 

If this is a requirement that can't be managed back to the client, you need to define what 'updated' is. Is it really the 'updated' field? So updated > 24 hours ago, send an email, that can easily be done with Flow designer. Do you need to know by who? That will mean you need to define what 'updated' is. 

First go back to your requestor and ask if they really want the ticket-resolvers to think of ways to get around this. There are too many ways around this.

[BanuMahalakshmi]

The Assignee and their lead get email notification message - like the ticket status not updated since last 24 hours. pls update progress.

[Mark Manders]

My recommendation remains the same: don't do it.

But you can create a flow on update of the state of a ticket, put in a wait condition for 24 hours and send notification if the status is still the same. 

But don't implement this. It doesn't help. You are trying to use technology to change behavior and that's the worst way to do that (because it simply doesn't work). 

[Dr Atul G- LNG]

Hi @BanuMahalakshmi 

You can do via flow designer

Trigger

Update record

Action

Look up records

Update relative 1 day ago

Send notification