How to send notification when request or incident is auto closed

[vamshi2]

Hi Team,

i have requirement to send notification when inc/req is auto closed and their are two scenarios to close req/inc i.e. one is from flow and other is manually moving state to closed complete  so please sugest how to trigger  notifcation and we using auto close check box to identify which is manual and which is from flow and i dont want to modify flow

[Dr Atul G- LNG]

Hi @vamshi2 

Thinking out loud—when we talk about auto-closed cases, we consider them as system-closed. However, when a case is closed by a human or an agent, we can use the 'Closed by' field to identify the user.

You can check if 'Closed by' is not 'System'—this means a human closed the record.
If 'Closed by' is 'System,' it indicates an auto-closure.

This is the only way to differentiate between the two.

[Ankur Bawiskar]

@vamshi2 

in whatever way it happens (manual or auto), your INC/REQ will be having state moving to Closed value.

Then why not have flow or notification configured with the correct condition

what's the issue you are facing?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[vamshi2]

Hi @Ankur Bawiskar  Thanks for response here the requirement is to send one notification when state is closed and other when state is closed automatically which is existing configuration so please advise

[Ankur Bawiskar]

@vamshi2 

Is there any difference in email body and subject when it's manually closed and when it's auto closed?

If my response helped please mark it correct and close the thread so that it benefits future readers.