Implement 3 Strike rule when incident is in "Awaiting User Input" State

[RB13]

Hi Team,

If incident is in "Awaiting User Input", then need to implement 3 strike rule, which will send notification to user.

Any suggestion to achieve this.

[Allen Andreas]

Hi,

We sort of do what you're talking about, but it may be slightly different.

So first, you'd need to tell us what a "strike" consists of to you, so that we'd know where to go...otherwise...we are just designing and planning the whole thing for you. So what are your current thoughts?

What we do is the technician will reach out once a day for three business days, if after the third day of no contact back after they've reached out yet again (which means the user got emailed probably 4-5 times by now: the initial submission email, the comment from the user to them about their problem and possibly resolution, strike 1, strike 2, strike 3) they are authorized to mark the incident as resolved and choose appropriate resolution codes that we made "user unresponsive" etc.

EVEN THEN...the user now gets a 6th email telling them their issue has been resolved and of course can see the resolution notes that tell them that we're resolving it due to no feedback...

EVEN THEN AGAIN...the user get's 5 days to re-open the incident (through a feature I've designed and must supply a reason why)...so...quite a lengthy period here so they can't say we ran to resolve/close it.

So that's what we do.

Give your thoughts and ideas so we can help further.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[prajaktanaik]

Hi @Allen A

I have similar requirement. The notifications should go as below.

• 1st Notification is sent when ticket state is set to “Awaiting user info” ​
• 2nd Notification after 2 business days 
• 3rd Notification after 4 business days 
• Closure: On business day 5 ticket can be resolved with no reply from the user

Could you please suggest best possible ways of implementing this? Should we use workflow or scheduled job?

Thanks,

Prajakta

[Sathwik1]

Hi @prajaktanaik

can you please help me...if you done this

[prajaktanaik]

Hi @Sathwik ,

We have implemented this using a workflow. We have added the timers before every reminder to be sent out.

Let me know if you need any further information.

Regards,

Prajakta