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

[Rob Sestito]

Yes Raymond you are correct as this is part of the HR Case structure.

From what I can see within the Workflow editor, there is ONE workflow that performs for when a user accepts or rejects a resolution. I am curious to see if I can just check that workflow out, modify, then test.

I am fairly still new to this process so I will need to learn as I can.

Thank you,

-Rob

[randrews]

Unfortunatly no Robert that isn't going to help... that workflow is invoked AFTER the customer clicks accept/reject on the ui actions... /email what you want is an actual delay before they get the email.

[santhoshb]

Yes, Rob you may have another WF which triggers on HR case condition like,

when the case resolved. Then add a timer to hold the case then add if

condition to check if it is already accepted / rejected by the fulfiller on

behalf of the user. If not accept /reject done then add notification /event

activity to send notification to the user.

This is the standard flow hopefully it also suits your case.

Thanks

On 19-Sep-2017 12:58 AM, "randrews" <community-no-reply@servicenow.com>

[rajeevlochan82]

Hi Rob,

Do not know if you still need any help with   gs.eventQueueScheduled("my.event", current, gs.getUserID(), gs.getUserName(), gdt); . Looks like you looking for alternate approach. Please let   me know if you still need any help on on event queue scheduled implementation.

Thanks

[Rob Sestito]

Hey Rajeev, (sorry for the last response - been extremely busy!)

I wanted to touch base with you on your option you have provided for me with this task.

So to re-hatch the story a bit:

End user calls in to our Employee Resource Center (ERC)

ERC Rep creates a Case for the end user having an issue

ERC Rep is able to resolve the Case while still on the phone - therefore, we have no need for the end user to receive an email notification to accept or reject the resolution

Once the ERC Rep clicks on Resolve Case button from the Case form, that triggers the Email notification to send out to the end user to accept or reject their resolution - putting the Case in 'awaiting acceptance' state

When this happens, the ERC Reps is able to see on the Case Form the button to Accept Completion - when this button is used, that will push the Case into Closed complete which is an Inactive State.

So, if we can create something to hold off on sending the email notification, when the Case gets moved into 'awaiting acceptance' state - then the ERC rep can, in that time with the notification being on hold, click on Accept Completion button. Which in my mind, would (should?) bypass the email notification going out?

Does all that make sense?

And in regards to your option, (gs.eventQueueScheduled("my.event", current, gs.getUserID(), gs.getUserName(), gdt);) would that be inputted into the Advanced Script of the email notification "when to send" section?

Thanks so much in advance!

-Rob