Send remainder mails incident state is On Hold and On Hold Reason - Awaiting for caller

[AmadasaniS]

We have a requirement related to the Incident record. When the state changes to On Hold and the On Hold reason is Awaiting Caller, we need to send an email notification to the caller. Additionally, if the incident remains in On Hold with the same reason for more than 24 hours, we should send a reminder email to the caller every day after a day until the state changes to something else (e.g., In Progress or Resolved). For example: When the incident first moves to On Hold, send the initial email notification. If the state later changes to In Progress or Resolved, cancel the reminder activity. If the state changes back to On Hold with reason Awaiting Caller, restart the reminder flow and send reminders every day after a day until the state changes again. Provide solution step by step details how to configure  .

[Bhavya11]

Hi @AmadasaniS ,

Create  flow choose

    Trigger - Record Update, When state is changes to On hold and on hold reason is awaiting caller

   then  send email,

then add wait for condition and send email accrodignly your condition.

For reference use this 

If this information proves useful, kindly mark it as helpful or accepted solution.

Thanks,

BK

[PoonkodiS · Accepted solution]

Hi @AmadasaniS ,

I triedin my PDI

[AmadasaniS]

Thanks for the solution; it is working. For the same requirement, we also need to send a Microsoft Teams notification to the caller, Could you please provide solution how need to send  Microsoft teams notification to that caller.

[AmadasaniS]

Hi Poonkodi S,
Thank you for the solution; it is working well. For the same requirement, we also need to send a Microsoft Teams notification to the caller. Could you please provide a solution on how to trigger a Microsoft Teams notification, similar to the one you provided earlier?