Send email reminder notification to HR case ticket via SLA workfow.

[Naveen87]

Hello Guys,

I need to send a reminder notification on HR case ticket .

For example: If I was assigned a case on Monday 1st June and the State is “Ready “or “Work in Progress” .

I would receive a reminder on the 5^th business day after it’s been opened (6^th July) and again 2 days after that (Wednesday, 8^th July).

I would continue to receive the reminder every 2 business days until the State is changed to “closed complete”, “closed incomplete” or “suspended”.

This needs to be achieved via SLA workflow.

Please help me with complete workflow steps as i have no idea on this.

Thank you.

[Ashutosh Munot1]

Hi,

You have to change the whole workflow logic for this. 

I would instead right a BR on the incident_sla or task_sla table. Which calculates the duration based on percentage change or something. OR Right a scheduled job.

BEcause i think you dont use flow designers.

Thanks,
Ashutosh

[Naveen87]

Hi Ashutosh,

Can flow design completely fulfill this request ?

I would like to try it once but not sure how will i pick 2nd reminder value from 1st(5 days after ticket creation) until state is closed.

[Naveen87]

I'm trying the flow designer way.

Sharing a screenshot.

Please correct and guide me here.

I'm checking if task is active or not.

Checking it's state.

Trying to check or put a condition to trigger it after 5 days from creation.

Guide me.

Thank you.

[Ashutosh Munot1]

Hi,

You have to add the condition of the created on in flow logic and not in trigger. It will wait in the first action step for 5 days before sending email.

Use a flow logic called as wait for duration

Thakns,
Ashutosh