Notifications

[Vigitha]

Hi Team,

Below is my requirement, can anyone help me how to build.

Changes to Catalog Item:

• Workflow
• Two additional automated notifications need to be added.
• The first notification should remain the same, retaining its existing functionality.
• Two additional notifications need to be implemented: one as the second notification and the other as the final notification.
• Details
  • The first email notification should continue to be triggered as it currently is, with manual intervention if necessary. If a reply is received from the user after the first email, the second and third/final email notifications should not be triggered.
  • The second email notification should be triggered automatically 24 hours after the first email notification is sent. The subject line of this email should be changed to "Second Notification - This is Urgent, please respond within 12 hours." If a reply is received from the user after the second email, the third/final email notification should not be triggered.
  • The third/final email notification should be triggered automatically 12 hours after the second email notification is sent. The subject line of this email should be changed to "Final Notification - This is Urgent, please respond within 12 hours.

Notes:

1.  Once the final reminder time is over and we have not received any reply from them, the ticket should be automatically closed.
2.  Use a Blue banner on the email with the following text.
3.  Update Email template as (subject line for second and final notification should be "This is urgent, please respond within 12 hours)

Thanks,

[Mark Manders]

Your workflow can't check on any replies itself. You need some kind of validation on the form that a reply came in. Unfortunately, you aren't sharing who are receiving these notifications. Is it the caller? Is it an approver? Is it a manager? 

If you can make it that the inbound email set some kind of field the workflow can check on, you can easily do it: 1st notification is send, wait for x time, check on field, if field not found, second notification is send, wait for x time, check on field etc. If field is found, do the next thing.

Emails can be triggered from events, so you can just create the notifications and send them from the event ('subject line should change to...' is a wrong requirement, because it means you need a second notification).

Next to that: is your requirement to use a workflow, then go back and tell your client/employer that a flow will be easier to create and maintain this and that they are there to give you the requirements, not to tell you how to fulfill them.