Email notifications set to send by time intervals

[Mohamed Faizel]

Is there a way to have the email notifications set to send by time intervals?

Example: first email sent upon initial opening of incident thats fine, second email sends at 15 minutes in, 3rd email sends at 30 minutes in, if issue remain open then it will send an update at 1 hour then at 4th hour then finally upon resolution.

And   if an incident is resolved in first 15 min or between any of the other intervals in the example above, the last email would be triggered by the state change to resolved.

Could you please any one help on this?

Thanks,

Faizeal.

[Mark Stanger]

You should already have standard triggers for sending an email on resolution.   For the other timings, the easiest way is to set up a workflow with a 'timer' activity for the specified intervals.   You'll want to include a second path in your workflow that waits for the incident to be resolved and then immediately ends the workflow so that you don't end up sending emails even though the ticket has been resolved.

You could set this up with a custom workflow or leverage the SLA definitions to accomplish it.

Please mark this as the correct answer if it solves your problem.

[Mohamed Faizel]

Thanks Mark. Timer activity working perfectly in workflow.

[rupeshjethwa]

Hi Mohamed,

I have a same requirement could you please let me know what you have done for Email notifications set to send by time intervals.

[Mohamed Faizel]

Create a workflow and set up the time intervals, take a look for Default SLA for reference.