Schedule email from an hr case

[Vaishali 11]

Hi,

I have a requirement where the user wants that the hr agent can schedule different response templates of an hr case as emails on there own. Please note that the response templates can be different for different cases and the hr agent needs to have the leverage to choose the template and schedule it for a later point of time.

It's basically how an email can be scheduled from outlook.

Is it possible to do for hr cases? If yes how can this be achieved?

Thanks in advance!!

[Ankur Bawiskar]

@Vaishali 11 

you can configure response templates.

But from UI point of view you will have to customize so that agent can select the response template.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Vaishali 11]

@Ankur Bawiskar , we already have response templates created....it's just that we want to schedule it.

[Ankur Bawiskar]

@Vaishali 11 

you can use response template in email but I doubt you can schedule it.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Mahathi]

Hi @Vaishali 11 ,

As per my knowledge , it is not available OOB. 

You can try creating an UI action on the form and use schedule email or you can use event to trigger notifications.

You can use wait for a duration flow in flow logic to achieve this as well : 

https://www.servicenow.com/docs/bundle/washingtondc-build-workflows/page/administer/flow-designer/co...

https://www.servicenow.com/docs/bundle/xanadu-api-reference/page/integrate/inbound-rest/concept/resp...

https://www.servicenow.com/docs/bundle/xanadu-employee-service-management/page/product/human-resourc...

Added some of the response template API documentation for reference.

If this helped you in anyway, Please mark my response as helpful and accept this as solution.

Best Regards,
Mahathi