Incident Notification for After Hours Requests

[JHufford]

We have a team that receives requests via email. They operate during our core business hours only. We are looking for a way to send a "request received" notification based on if the email is created during core business hours or after business hours. 

We've created three schedules, "core hours", "after hours", and "weekend". 

I've seen a post on how to do this, but it's convoluted and confusing, and several years old. Is there a proper method to do this? 

[Brian Lancaster]

What is the logic around this question? I just don't see a reason on why to delay a notification just because it was requested outside business hours. Seems like there is no real ROI on trying to configure this. The email can just be picked up during business hours.

[JHufford]

Nobody said anything about delaying a notification.

The question is about sending a different notification in the after-hours time

[Brian Lancaster]

Ok, sorry misunderstood the question. So what you are looking to do is send one notification during business hours and a different one during non-business hours. Is that correct?

[Nuno Oliveira]

Hi @JHufford ,

Basically you will need an inbound action that processes the received email and triggers the notification based on time received time. The notification should be triggered by event.

The hour part you can manage it by using the GlideDateTime api. Get the current time, and compare it with the schedules you have created.

This should sort your problem.

Let me know if you still need help 🙂 

Best regards