Additional comments notifications

[West1]

Hi all,

I have a request from my manager to create a notification reminder for additional comments made by the caller.

The problem we have is a caller will update the INC – notification goes to the assigned too and they forget about the notification.

Im looking to create some sort of reminder at 2, 4, 6 hours (business hours) to the assigned too – to action. If no action, then at 8 hours (business hours) escalate to Assigned to Manager.

But if the Assigned to reply’s or makes a comment then it cancels the reminder process.

Is this something that can be done? 

thanks

[Ankur Bawiskar]

@West1 

you can send reminder email but cancelling the reminder process will require some custom field on PRB to identify if assigned to added a comment or that field should hold the last date/time when Assigned to updated the comments

Then you can use this field and see even after 3 reminders just before escalation check if this field is still empty, if yes then escalate

To populate the custom date/time field you can use before update business rule on problem with condition as

Comments Changes && current.assigned_to == gs.getUserID()

Script:

current.u_comment_time = new GlideDateTime();

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

[Alp Utku]

How do you identify If Assigned To's reply / comment is useful to resolve Incident?

Let's say, after second reminder as Assigned To, I write "OK user".

Would you cancel the reminder process against this type of reply?

[West1]

any txt should cancel the timer from Assigned to - but if no timer and the caller comments again - it will start new timer as long as the ticket is active

[Ankur Bawiskar]

@West1 

did you get a chance to check on my earlier response?