How to trigger a notification for unassigned incidents
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01-17-2024 11:06 AM
I would like to send a reminder to a support group manager whenever an Incident ticket is unassigned for more than 2 business days.
I know how to create the notification, I'm just not sure how to trigger it.
Any guidance would be appreciated.
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01-17-2024 11:11 AM
Hi,
You can simply use flow designer for this, trigger the flow when assignment group changes and assigned to is empty, wait for 2 business days and trigger the notification using set email action.]
C |
If the provided solution meets your needs, kindly consider marking it as helpful and accepting it as the solution. This helps others who may have similar questions. |
Thanks and Regards,
Saurabh Gupta
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01-17-2024 11:41 AM
We use a Record Producer to create Incidents, so no flows or workflows.
I was thinking more along the lines of a SLA threshold breach of say, 200% or something like that.

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01-17-2024 12:32 PM
Hi,
A Flow can be triggered of a certain update or creation of a record (and a couple of other ways too..)
I don't think you fully understood what @Saurabh Gupta meant, so I'll clarify with an simplified example below.
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01-21-2024 10:08 AM
Hi @Joe Taylor
Did you get the solution?
C |
If the provided solution meets your needs, kindly consider marking it as helpful and accepting it as the solution. This helps others who may have similar questions. |
Thanks and Regards,
Saurabh Gupta