trigger condition to have survey go out after 1-2 days of close

[michaelmonocchi]

Trying to have a survey go out 1-2 days after an Incident is resolved. Seems like an easy thing to do but nothing seems to work. My current trigger condition just states when an Incident is resolved by a particular team, to send the survey. This works OK. I now just want to add a condition that delays the sending for 2 days.

[Dave Smith1]

I'd approach it in the following manner:

1. create a workflow that is triggered when the incident is resolved.
2. In the workflow, have a timer that pauses for 2 days
3. have the final activity raise an event (incident.survey?) and pass it the relevant parameters to send out the survey.

[manishm]

Another way to do this:

-> Create a checkbox on the incident form to say "Ready to send Survey".

-> Survey trigger condition would be to send the survey when this field is set. You may have to write a business rule to make sure the survey gets set only once.

-> Create a scheduled job that sets this field based on x number of days since the incident was resolved. I am assuming you are capturing the resolved date.

Manish

[Dave Smith1]

Manish Malik wrote:
-> Create a scheduled job that sets this field based on x number of days since the incident was resolved. I am assuming you are capturing the resolved date. 

Gah... that's the better approach, rather than start a workflow that pauses for two days - schedule a job to run 2 days after the resolve date/time!

[antin_s]

I too like this approach because the reference between incident, trigger condition, and the instance is maintained.

[randrews]

just as an fyi the reason none of your conditions are working is that the conditiions are ONLY checked when the record is updated... since you are trying to use time based conditions they will never work as you intend...

the best bet... imho is to create a scheduled job <simliar to the one that closes resolved incidents> and send the survey then.. or better yet.. send it when the incident is resolved.... it would REALLY suck to have someone reopen the incident from the resolved email and the next email is a survey.

I personally NEVER send a survey on resolved wait for it to close then send it.

*********correction**************

sorry didn't proof read.. send the survey when the incident is closed!