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 · Accepted solution]

Alright. I think you can plan something else. Make any new field on the form like "No action needed", the Rep should check / uncheck this field if no notification is needed for end user before clicking the "Resolve case button". On notification put a condition to send notification to end user only when this new field "No action needed" is unchecked....... Please let me know if you find any issues with this approach

[Rob Sestito]

Hey Rejeev,

That was actually a really good Idea!! I was able to create that and add it to the Email Notification as a condition filter.

Thank you very much for your suggestion!

-Rob

[rajeevlochan82]

good to know that.

Thanks