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

[Shivalika]

Hello @vamshi2 

Go to Modifications module in left navigation. Create a notification for the table you want to trigger this on. 

In the "when to send" tab - select "Auto close" is true, and state is "closed" 

Then in the whom to send you choose recipients and in the what it contains you can write the subject line and content. 

You should be good with this, no need to modify flow or anything else. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[vamshi2]

Hi @Shivalika thanks for response but i tired it is not working as expected as we need to apply filter for other notification as well  and the condition is auto close is false but by default it is false and not working as expected

[Shivalika]

Hello @vamshi2 

Then there's other solution which will work. Create another flow designer which triggers on closure of incidents and in the flow write If else block. If auto close box is checked , send one notification else other. This should resolve your issue and in a simple manner. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Dr Atul G- LNG]

Hi @vamshi2 

using auto close check box to identify  --> Do you have this field? bcz OOTB there no such field. If you have this custom field then @Shivalika  solution is direct way.

[vamshi2]

Hi @Dr Atul G- LNG  thanks for response 

actually yes we have created custom field auto closed and we are updating it via flow for each req/inc when no comments are added for 7 days need to close inc/req with comment "Auto closed" so i am using two brs for request when it is auto checked and using events triggering notification 

below br is not triggering and not working as expected if i remove updated by then it is triggering multiple times even for other case when auto closed is true may be this is due to flow we are updating state to closed complete and comments as auto close and auto close as true then 

below br is  triggrering and working as expected