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 can use do until flow logic for this.

Email me at ashu759@gmail.com for this. I will connect with you.

Thakns,
Ashutosh

[Ankur Bawiskar]

Hi Naveen,

SLA workflow would trigger if you have SLA attached to your HR Case table.

Also as per below link it says it would be difficult to trigger emails based on regular intervals using workflow.

I think you need to use schedule job only

Send reminder emails to user in workflow until they approve

you can also try checking Reminder table

Reminder table

Regards
Ankur

[Naveen87]

Hi Ashutosh & Ankur,

Can we create a workflow on sn_hr_core_case table.

Ex:- If condition (contains codes that will check created time of ticket. If it's 5 days then trigger and notification to assigne)

If no then goes to end.

Same for further 2 days until state changes to closed complete.

Please suggest about this.

Currently we don't have any sla wk for this table.

Also need to create SLA definition..

Please provide script that will read created time + 5 days from then + 2 days until state is closed

[Ankur Bawiskar]

Hi Naveen,

As mentioned earlier it would be difficult to send reminder using workflow.

Regards
Ankur

[Naveen87]

Hey Guys, 

Any help on this.

answer = incidentClosed(current.request + '');

function incidentClosed(parent) {
var inc = new GlideRecord('incident');
inc.addQuery('parent', parent);
inc.addQuery('state', 6);
inc.addQuery('close_code', 'Unable to resolve (Mobile Device)');
inc.setLimit(1);
inc.query();
if (inc.next()) {
return true;
}
return false;
}

I have wrote these codes.

Wf stops to check this but after this condition is met.

It doesn't trigger the approval.