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

[Lakshmaiah Dump]

I would recommend you to use the SLA Workflow to achieve your use case. So that once business time complete automatically send the notification (SLA Workflow monitors only condition met one) and no need to check using schedule job all other incident tasks also.

Don't create new custom table field and Business rule is a expensive work to your instance(Impact performance).

1. Create a SLA Definition

2. Create SLA Workflow using task_sla table and attach workflow to your SLA definition.

Hit Correct/Endoresers/Like/Helpful depending on the impact of the response

@Lakshmaiah Dumpala

[Rameshnathan]

Hi Lakshmaiah

Please clarify my doubts,

In this workflow i no need to give company in condition so i will run all the company , that's fine

But the notification duration will change for each company

Ex 1 : ABC company means it will send 1st notification on 3 day and 2nd notification is 6 day

Ex 2: XYZ company means it will send 1st notification on 2 day and 2nd notification is 7 day

How to handle this scenario...?

[Goran WitchDoc]

Dont use SLA, just create your own workflow.. then you can create it exactly how you want it.

Set a timer for 2 days.. when it passed, check if it's company XZY and if that is true, send notification, new timer 1 day, check if it's company ABC and send if that is true etc.

[Ashutosh Munot1]

Hi Ramesh,

Dont Create a SLA. As Goran Suggested use Workflow for you incident table. And in that we can check all you conditions.

Let me knnow i can create it for you.

Thank you,
Ashutosh

[Adarsh Bhargav1]

Hey Ashutosh ,

I do have the same requirement , can you tell me the workflow to be used here.

Thanks.