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

[West1]

i did thank you - i ended up creating a business rule with a custom date and time on the incident form

[West1 · Accepted solution]

Ok, so this is what i ended up doing - 

COMPONENTS TO DEPLOY:

1. Custom Field: Customer Response Pending (Date/Time)
2. Business Rule: Set Customer Response Flag 
3. SLA Definition: Customer Response Time (8 hours)
4. Form Layout: Add field to Incident form

DEPLOYMENT STEPS:

1. Create custom field u_customer_response_pending on Incident table
2. Update Incident form to display new field
3. Deploy Business Rule "Set Customer Response Flag"
4. Create SLA Definition "Customer Response Time"