send email notification end user based on 3 strike rule

[adminsonal]

Hi I have a requirement like this:

where servicedesk agent will update a follow up date field to send a reminder notification.

1)first notification will trigger on follow up date

2) then it should wait for 24 hrs from follow up date and send a second notification, an integer field called notification should automatically updte as 1.

3)then it should wait for another 24 hrs send second remainder and notification field update as 2.

4) then it should wait for next 24 hours send last reminder to caller and notification field update as 3.

then again it will wait for next 24 hrs if there is no update incident should be hard closed.

inbetween if user updates the ticket autoclosure schedule should not run.

as of now i have created two fields and an notification and incident reminder event referring wiki.

can someone help me how to proceed further... Also please provide me with scripting

http://wiki.servicenow.com/index.php?title=Creating_a_Simple_Reminder_Email#gsc.tab=0

Thanks for your help

[Kalaiarasan Pus]

If not, checkout the below threads and create a solution. You will just need to add few 'if' conditions in the script as per your need.

Scheduled Job to daily remind for approvals

Approval Reminders Scheduled Job script needs modification

Scheduled jobs problem  

[adminsonal]

Hi Kalairasan,

I have created the workflow to trigger notifications, but first notification should trigger based on event. First notification will trigger on time provided on custom field called remainder on incident form... How to achieve this on workflow.

Also if user/helpdesk agent updates the ticket workflow should stop... Could you help me in achieving this...

[Uncle Rob · Accepted solution]

This might sound irrational, but I just can't stand building in counter fields into the data structure if they're not specifically reported on.

How about this?

- Create a scheduled job that runs mid-day or a couple times a day.

- if updated date over 72 hours ago, and updated_by != customer, trigger notification event and close ticket.

- else if updated date over 48 hours ago, and updated_by != customer, trigger notification event

- else if updated date over 24 hours ago, and updated_by != customer, trigger notification event

This allows you to handle it in one logic statement, that doesn't require a ton of configuration to manage and document.