Auto reminders with Users in case the ticket is pending for response

[vinu2]

Reminder to be triggered at the 1^st, 3^rd and the 5^th day.

Ticket should get automatically CLOSED after the 5^th day.

please help me on this

[ashishc]

Hi Vinu,

You can achieve this by using a workflow, please check the below workflow which we have used to fulfill this requirement

1. Wait for condition to check if Incident put on hold for Awaiting Caller

2. Restart the workflow if state change from On hold Awaiting Caller to In progress or to some other On hold Reason

3. We have excluded the Incident of Alert type from this logic using activity "contact type Alert"

4.  By using Timer activity and event sending the Notification

5. After all three reminders, setting the state to closed. 

Thank you,

Ashish Chaudhary

[Naveen63]

Hi Vinu,

Create below workflow and give condition according your table.

Regards,

Naveen