Incident on hold for 2 weeks, notification will send to caller and assignment group with message the after 2 weeks, send notification again then 3 days auto close

Danilo9 · ‎04-29-2022

Please help need to set up below.
When the incident is on hold for 2 weeks it will send an auto notification to the caller
and assignment group with message "Please call the help desk for this incident"

Then after 2 weeks again, it will send another notification to the caller and assignment group saying
" Your ticket will be closed in 3 days"
then after 3 days the incident will be closed.

Logan Poynter · ‎05-01-2022

Hello Danilo,

The flow I provided will work, see below POC and attachment. I used update incident in place of sending the email for demonstration but you just have to replace it with the send email action. You will also need to update the wait duration for the appropriate time (336 hours = 14 days)

For learning flow designer, I would recommend reviewing the video on the first page of the docs and following along.

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

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Danilo9 · ‎05-02-2022

Thank you so much for the guidance and for the update set you sent. I am testing it now setting it to 2 hours, 2 hours and 1 hour. So far it is working. I just receive the first email notification. Second email should be sent at around 1:36 PM and then the resolved incident at 2:36 PM.

I appreciate your help.

Logan Poynter · ‎05-02-2022

You're very welcome, glad it was beneficial to you.

Danilo9 · ‎05-02-2022

One last favor Logan. For the email recipient. is this correct, seems like it was sent to wrong caller.

Logan Poynter · ‎05-02-2022

Hello Danilo,

You can go further and drop the Caller.Email field specifically (I usually do just for sanity). Same for the Assignment Group portion.

What do you mean by "seems like it was sent to the wrong caller?" The caller on the trigger record is not in the To field?

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

Danilo9 · ‎05-02-2022

I am using my personal Dev and for some reason the notifications always sends to Abraham Lincoln and Fred Luddy.

Here is the second email. ( I am using 2, 4 hours and 5 hours resolved). The caller on the incident is Carol Coughlin. I created another incident with the caller.email. Maybe that is the reason why.