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

View solution in original post

Logan Poynter · ‎05-02-2022

Hello Danilo,

What group has the assignment for the ticket you're testing with and who is all member of that group? If you open one of the records in your screenshot by clicking the information icon, what all is in the Recipients field?

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

Thanks,
Logan

Danilo9 · ‎05-02-2022

Assigned to Hardware group with members below. Ticket is assigned to David Dan. Their manager is Abraham Lincoln.

By the way the test is successful and it resolved the ticket after 5 hours with resolution notes and codes. Thank you so much !!!

I have another test 2 for this email recipient.

Danilo9 · ‎05-02-2022

Hi Logan,

Again thank you so much. caller.email fixed the problem. Just checked the second incident test, the caller email log is correct. We can finally close this case.