Email notifications for incidents with no updates

[Couts]

I'm having some issues trying to get my email notification to work. I've created an event, created a scheduled job, and created a notification (none of this is OOB). I'm not sure what I've done wrong but I check the email logs and it never creates an email.

Would someone be able to assist?

[Dr Atul G- LNG]

Yes mate,  If condition don't supprt the the days ago or we need to write script. 

[Josh Pirozzi · Accepted solution]

Hi @Couts ,

We've implemented something similar for Incidents where it was 'On-Hold' and 'Awaiting Caller'. The way we went about it is:

• Wait for condition in a Flow
  • This is where we set XX amount of time based on a selected schedule.
• After the set amount of time passed, then we set the 'If' Statement to check if an update was logged in the Work Notes.
• If there wasn't an update, we triggered a Notification from within the Flow.

For our purposes, we provided three reminders to the Caller before the Incident auto-resolved due to non-response.

Hope this helps!

Josh Pirozzi

[Couts]

Hey there @Josh Pirozzi,

Apologies for the late reply. I tested this out in the flow and it looks like it worked. Thanks for that insight, most appreciated!

Regards,

Markus