How to send notification if state is Pending for more than 3 days

[Rameshnathan]

Hi,

Scenario 1

If Ticket status is On Hold state more than 3 days means we need to send 1st notification to user

Scenario 2

If the same ticket status is On Hold state more than 6 days means we need to send 2nd notification to group

The notification days will be change based on the customer so that we are referring customer and days from another table

Ex : ABC customer 1st Notification Day 3 and 2nd Notification Day 6

Ex : XZY customer 1st Notification Day 4 and 2nd Notification Day 5

Please help me how to achieve this

Thanks

[puneetgoels1]

Use scheduled jobs

[Shishir Srivast]

I think, you can have a scheduled jobs (can be run everyday) to check the date difference between current date and when the ticket was put on hold and then, if it's for customer ABC and if the date difference matches with the days given in another table then trigger an event to send the notification.

[Ashutosh Munot1]

HI Ramesh,

One question before i provide you the script:

Do you want weekends as well?

Thank you,
Ashutosh Munot

Please Hit Correct, Helpful or like,if you are satisfied with this response.

[Rameshnathan]

Yes Ashutosh, weekend also

1. I'm going to create one custom field in Incident table and BR, whenever state is change to Pending BR will run and it will query the email notification days from another table and it will add the current update date

2. Then i will run scheduled job daily basis if the schedule job execute date custom field date is matching means notification will trigger..

...

Please provide your thoughts or provide inputs on my scenario

Thanks