send email notification end user based on 3 strike rule

adminsonal · ‎10-10-2016

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

Uncle Rob · ‎10-10-2016

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.

View solution in original post

Uncle Rob · ‎10-10-2016

This sounds like something Workflow would be far easier to accomplish with.

adminsonal · ‎10-10-2016

Hi Robert,

Can it be done by using buisness rule and scheduled jobs.

If not kindly help me how to do in workflow

Kalaiarasan Pus · ‎10-10-2016

If you are using a scheduled job, how will you know which notification are already sent and which are not ? I know this can be coded in the script easily but adding timer activities in the workflow and using it to trigger notifications, is a much easier way.

somshubrade · ‎01-30-2017

Hi kalaiarasan,

I'm pretty new to Service Now platform. Currently I'm working on the same issue as per discussion trail i.e after following 3strike policy ticket should be auto-closed.

Can you guide me w.r.t add timer activities in the workflow and using it to trigger notifications!