Customization around Incident Management Lifecycle

[Suneel9]

We want to add customization around Incident Management Lifecycle. The requirement is as follows:

1. After a specific incident got created, if it is not resolved within X minutes, send a notification (Email01) to a specific group informing them that incident INCXXXXX was created.

2. Once incident is resolved, send notification (Email02) to the group that the incident INCXXXXX got resolved.

3. If the incident got resolved in X minutes, send a notification (Email03) the group (after X minutes of the incident creation) informing them that the incident was created and ALSO got resolved.

So there should be ONE email going to the team, if the incident gets resolved within X minutes OR two emails (one after X minutes informing the incident creation and second one after incident state changes to "Resolved").

Means, for every incident (which meets specific requirements), there will be:

Scenario 1:- One notification (Email03) as incident got closed with in X minutes

Scenario 2:- Two notifications (Email01 & Email02) as incident didn't get closed with in X minutes.

With the help of a workflow, check the state of the incident (wait 2 minutes, check state and go in loop till X minutes passes). If resolved with in X minutes, send notification "Email03" else send notification "Email01".

As there is no limit on the time to resolve incident, I can't really add the logic (wait few minutes, check state and wait again if required) to wait till the incident state changes to "Resolved".

If I create a notification (Email04, independent not part of the workflow) with condition (state changes to resolved) when record update, workflow triggers "Email03" and the notification triggers "Email04" when incident gets resolved with in X minutes.

If incident not resolved in X minutes, there is no issue as workflow triggers "Email01" and independent notification triggers "Email04".

Appreciate any suggestions in this regard.

Thanks,

Suneel

[Sohail Khilji]

Hi @Suneel9 ,

I guess your over complexing the incident module with too many email. I suggest to keep things simple and simplfied as clean as possible. Lets say you get 1000 incidents a day you ending up sending 5000+ email in a day wit your messy requirement. 

I suggest you to make use of OOTB email as lean as possible. by default there are emails sent on creation and resolution. (you can keep then as such...) just you can configure 1 additional email which sends a reminder if there is no resolution given in X minutes.

This you can do by create a scheduled job that runs every X minutes to check incident created and resolved in last X minutes and send notificaiton accordingly using a event trigger and notifications. 

I hope this helps...

[Suneel9]

Hi Sihail,

Thank you for your response. This customization is not for every incident that gets created. Lets say we get 10-20 incidents in a week. There are multiple conditions like short description start with, assigned to group "XYZ", P1 ticket and couple of more conditions.

[Sohail Khilji]

Yes, i can understand... But doing so your over complexing the simple module... read my previous comment how it can be attained if you still wish to go... the last point...