Send notification for not updated incident 7/14/21 days

[SupriyaWaghmode]

In Incident management module, when Incident is placed on below states, an automatic notification should be triggered.

Applicable to all tickets in Service Now.

 State: 

• Awaiting Evidence
• Awaiting user info 

Notification Frequencies:

• First notification to be send after 7 days, when state is switched to – ‘Awaiting Evidence’ or ‘Awaiting User Info’.
• Second reminder will be trigger after 7 days of first reminder.
• Third Reminder will be sent after 7 days of second.
• • If any reminder is replied to, the ticket status should change to Active.
  • If no response from user after triggering 3rd reminder, the ticket status should change to resolved after 24 hours along with a notification stating ticket is now resolved and can be re-opened within 7 days.

  I am thinking to 

• Scheduled job 

• event trigger 

• but how can send only after 7 day and then next 14 days?? 

[priyasunku]

Hi @SupriyaWaghmode 

You can achieve this using flow designer. you can cover all the above mentioned steps in flow with minimal scripting.

To send notification after 7 days or 14 days, You can use 'Wait for duration of time' flow logic.

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

[SupriyaWaghmode]

Hello Priya

For 7 days - may need to add separate schedule OR can use 24*7 already existing ? with below calculation 

7days = 24*7 

14 days = 24*14

21 days= 24*21

[priyasunku · Accepted solution]

it is according to the requirement you have to decide which schedule to be used . for example 8-5pm including holidays for some organizations. so you can use 24*7 if nothing is specified.

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

[manjusha_]

Hi Supriya,

You won't get exact date and time when the state is moved to Awaiting Evidence’ or ‘Awaiting User Info

You can not even use updated field as after state is moved to Awaiting Evidence’ or ‘Awaiting User Info ,anybody can update the form so updated field would get change.

You can create a new date field-'AwaitingDate' ,you have to set date to this field when state changes to 'Awaiting Evidence’ or ‘Awaiting User Info'.

You have to use this date field in the script of scheduled job.

You have to add 7 days to this date field and check whether the date (after adding 7 or 14 days) is equal to current date.

If both date are same then trigger the event.

You can use above functionality in flow designer also as flow triggers everyday.

If you need more help ,let me know.

Thanks,

Manjusha Bangale