email remainder notification

[PRAVALIKAREDDYL]

set up an email remainder that runs once a week and goes to the assignment group's manager of each queue with a description of all the past sla incidents that their team has open. existing report: when i opened it has count of the breached sla incidents and filter condition is like all active true and has breached true and task. task type is incident. and my requirement is like a weekly email notification is sent to each assignment group manager of any queue with an incident in breach of sla and all breached incidents for the managers team are included in the notification. 

[Ankur Bawiskar]

@PRAVALIKAREDDYL 

why not use Report for this and use Scheduled Report?

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[PRAVALIKAREDDYL]

Hi @Ankur Bawiskar ,
can we use flow designer for this, if yes, could you please me the steps for this.
actually, we need to send the email notification to each assignment group manager of all breached sla incidents that his has. so can when we go with report, i think we cannot send individual data to all the assignment groups of their incidents which are sla breached. like we have a report of all incidents from all the groups right , but we want only in the email to incluude only the respective managers group incidents that are sla breached. And also, we can go with the scheduled script but i need the requirement in the flow designer, can u plase help me if you know how to do in the flow designer?
Thank you

[Ankur Bawiskar]

@PRAVALIKAREDDYL 

yes it's possible with flow

Something like this but this is very high level

-> use lookup on INC which are active

-> then iterate those and see in task_sla table for this INC which SLAs are breached

-> then iterate those task_sla records and concatenate the SLAs in flow variable

-> then send email to that group manager with the details

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[TejasSN_LogicX]

Hi @PRAVALIKAREDDYL ,

Create Flow: give name Name – “Weekly SLA Breach Email to Managers”.(run as system user)
Trigger: Scheduled → Run weekly (set time).
Action 1: Look up records from Incident table where Active = true, Has breached = true, Task type = Incident.
(we get all incident records where sla is breached)
Action 2: For Each → Loop through Assignment Group from the breached incidents.
Action 3: Inside loop → Look up Incident records again for that Assignment Group with same conditions (Active & Has breached).
Action 4: Look up sys_user_group table to get Manager of the current Assignment Group.
Action 5: Send Email → To Group Manager email, Subject: “Weekly SLA Breach Report for {{Assignment Group}}”.
Action 6: In email body, list the breached incidents (number, short description, priority, assigned to) using HTML table.