I need to create a BR or Work flow

[MoeG82]

I need to be able to send out emails to the assigned user from the incident table. The assignment group is anything BUT Service Desk and there has been no updated activity to the ticket in 3 days. This will serve as a reminder for them but I am unsure on the script and I have been hearing different ways to accomplish this. Some say a work flow, some says a BR or scheduled job. Any suggestion will do. Thanks

[Zach Koch]

The easiest way to accomplish this would be through Flow designer. You could do this with through a scheduled flow, and it would only take roughly 3-4 steps. If you need help setting it up I can mock something up.

[MoeG82]

Thank you, and your help in setting this up would be greatly appreciated.

[Zach Koch · Accepted solution]

So you'll need to do two things before the flow if you don't already have these. You'll need to register an Event, then create/set your notification to trigger from your Event. Your overall flow would look like this

Your trigger you set to daily and set to whatever time you want it to run

You would look up all records with these conditions

If you find records

Then for each record found

Fire your event which will trigger your notification for each record

Keep in mind, if you are using Washington or Xanadu, the Fire Event action is out of the box. If you are on anything before Washington, you'll need to create a custom action to fire the event. Please let me know if you have any more questions. This solution requires no coding (unless you have to build the custom action, in which case it takes 1-2 lines of code)

[Sandeep Rajput]

@MoeG82 I recommend using a scripted scheduled job which runs daily to check for those incidents which have not been updated since last three days.