Delaying an Email Notification from being sent

[Rob Sestito]

Hello SN Comm,

I am looking to see what is the best way to Delay an Email notification that is triggered from a Case.

Story:

Case owner clicks on 'Resolve Case' button which will put Case in 'Awaiting Acceptance' State AND will trigger the email notification to be sent to the end user.

The Email Notification is for the End User to Accept or Reject the resolution to the Case.

Perhaps the Case owner resolves the Case while on the phone with the End user, there really isn't a need for the Email Notification to be sent to the end user to accept or reject it.

Therefore, I want to delay the email notification from going out. (about an hour). I am trying to use the condition filters but can't seems to put the logic on how I need it to be. Any ideas as what would be a better way, or what condition I can use?

Thanks in advance!

-Rob

[rajeevlochan82]

Hi Rob,

I am still not clear about your delay scenario. What you will check if your notification gets delayed by one hour ? Even if case owner resolves the issues , does not it mean that that end user has to "Accept" or "Reject it" ?

Do not know if below method will help you but basically it delays event which you can associated with a notification and probably in notification you can check if notification still need to be send for the specified record

1. var gdt = new GlideDateTime(); // a new GlideDateTime object  
2. gdt.addSeconds(600); // adds 10 minutes to the date/time  
3. gs.eventQueueScheduled("my.event", current, gs.getUserID(), gs.getUserName(), gdt);  

[Rob Sestito]

Hey Rajeev,

Thank you so much for your reply and suggestion. I am going to do more research and see what works best for us.

Much appreciated!

-Rob

[Rob Sestito]

Hey Rajeev -

I tried using your option you have provided, adding those 3 lines within the Advanced Condition Script (there was nothing there prior). I kept it at the 600 seconds (10 min) delay. And it looks like it stopped the email notification from going out all together somehow. After implementing, I "resolved" a test case, which put it in 'awaiting acceptance' which triggers the email notification to be sent out. It has been over 30 min and still not email has come through.

Are you able to see why? Do you need me to try and reformat my story with what I am looking for?

Thanks so much!

-Rob

[randrews]

conditions won't work in this case.. the conditions to send an email are checked when the case is touched... so you have about three options...

1> if the case has a workflow behind the notification put in a timer before triggering the notification... <set it to trigger from an event.. and send the event x length of time after it goes to complete>

2> change the email to trigger off of an event instead of a table update/insert schedule a job to fire the email if the case hasn't been updated in X amount of time and it is in awaiting acceptance <the problem here is going to be to find a way to avoid spaming the user to accept every hour.. perhaps updated > 1 hour ago and < 2 hours ago.

3> create a new UI action resolved with customer on the phone and set it to not require user acceptance.