Trigger notification when Incident is Assigned to is empty or blank for more than 2 Hours ,then trigger the notification to the group manager.

[Hari Babu]

Hi Friends ,

Trigger notification when Incident is Assigned to is empty or blank for more than 2 Hours ,then trigger the notification to the group manager manager .

Not sure how to go about this. Please note, I am not a developer. If the solution involves writing a script, it will help if you can paste the script. Thank you.

Regards,

Jagadeesh

[Goran WitchDoc]

I would do a workflow here. Pretty much similar to the SLA workflow. Put in a timer for 2 hours, when that is done, check if it's still empty. If it is, make an event to trigger the notification. And set the workflow start condition to assigned to is empty.

//Göran

[Hari Babu]

I would like  write the business rules  on the incident ,this is my basic level understanding please let me know the script.

Thanks&Regards,

Jagadeesh

[disharajvanshi · Accepted solution]

Hi Jagadeesh,

There can be 2 approaches:

• You can create a workflow which will involve timer of 2 hours and in every two hours send an email to the group manager via notification activity. In order to achieve this, follow below steps:

               1. Create a new workflow from the 'workflow editor'

               2. Add an 'If' condition activity(checking if 'assigned_to' is empty)

               3. You will get two options- yes and No

               4. Connect 'No' with the End activity

               5. Create a new timer activity and select 2 hours

               6. connect 'Yes' with the timer activity 

               7. Create a new email notification activity and add it with the output of timer activity

               8. In the notification activity, define send to as 'group manager' or you can provide IDs

               9. Connect the notification end with the'End' activity and publish the workflow from the header menu

Please mark it helpful if it helps

[Hari Babu]

Hi  disharajvanshi ,

we can do by the business rule also you have aware of this , if you knows please let me know the

business  rule method  .

Regards,

Jagadeesh