Delaying an Email Notification from being sent

Rob Sestito · ‎09-15-2017

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 · ‎10-09-2017

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

View solution in original post

Rob Sestito · ‎09-15-2017

Thank you Raymond for your reply. I am going to invest some time in taking on one of your three options and see which would work best for us.

Thank you for the information on those!

-Rob

Rob Sestito · ‎09-18-2017

Hey Raymond,

So I took part in your 3rd option you provided me. And after I got it to work, however I did not get it to bypass sending the email notification out, I was told by upper management they would not want something like that to happen for reporting purposes..

Therefore, I will look to see about getting contacts within ServiceNow to build something for us (I guess - unless someone within the Comm here can show me haha) - as I am in the process of learning JavaScript still as we speak (I am currently taking online classes to finish my degree in Software Development and in a Java class currently).

Thanks for your help!

-Rob

santhoshb · ‎09-18-2017

Hi robs, instead of going for heavy script we can use WF timer activity

here, we can hold the ticket at the state for defined duration. In this

scenario u can create a WF or if already there u may add this logic in WF -

- - -

Once the state resolved (wait for condition )---> add timer activity for

1hr---> check condition whether it closed/resolved --->If not then go to

trigger notification to the user (u may Notification activity or event

activity) it works as simple as it is. Please respond if it works.

Rob Sestito · ‎09-18-2017

Thanks for your reply Santhosh,

I can certainly give this option a try.

when I am on the screen after hitting 'create new workflow', do I need to add any conditions there? Or do I create new, then add the 'wait for condition' which will have conditions in it?

Thanks,

-Rob

randrews · ‎09-18-2017

the issue is since he is refering to case... i am going to assume this is related to the OOB hr case structure which uses a "State flow" form of transitions.. this uses OOB a set of br's that add UI actions to push the service management record to the next state/update it.. i am not sure if they have a workflow behind them or not.. haven't looked into it that hard ...