Send email notification if incident hasn't been assigned for more than 20 mins

mkader · ‎01-31-2020

Hello,

I am trying to create an email notification that gets fired if the assigned to field is unassigned for more than 20 minutes. Not sure how to do this. I tried to just use logic from the email notification, but it does not seem to be working. This should happen on new incidents created.

Allen Andreas · ‎02-03-2020

If your business is measuring itself/service based off of two things: response and resolution....then the purpose of you needing to ping someone that a ticket hasn't been assigned for 20 minutes...is that due to requirements that you all need to response/associate a ticket to a technician within 20 minutes (within a set schedule/work day -- if applicable)..then yes, there should be a response SLA definition set for this and within the workflow you can easily notify 'x' individuals to "get on it" and assign this to someone.

All of that isn't necessarily said in your post...so I am "assuming"...

If it's for one particular team...or something edge case like that then no...don't do my suggestion.

My suggestion is meant as an overall platform suggestion. And usually that is defined as P1's would need to be assigned within 20 minutes. P2 is 2 hours...P3 is 8 hours...

Examples like that...it would be more specific I'd say to the priority (although you all could enforce this across all priorities, but usually it's like in the example I gave above).

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mkader · ‎01-31-2020

Thanks for your response @Vinay - There were multiple recommended solutions. Would creating a business rule that gets triggered by an event be the best way about this and then sending an email notification?

Also, how can I write the logic for a BR to trigger if assigned_to hasn't been assigned for more than 20 mins?

keennntttt · ‎01-06-2024

The post already archived, how to access it? Thanks.

Uncle Rob · ‎01-31-2020

I'm not sure how resource intensive inactivity monitors would be at that scale.

I'd register a new event called incident.unassign.threshold. Then in a new Incident Events business rule (running parallel to OOB), I'd have a script that launches gs.eventQueueScheduled()

Then a Script Action that assesses if the incident is still unassigned, and fires the incident.unassign.threshold event. That will in turn trigger the notification you build that's based on that event.

mkader · ‎01-31-2020

@Robert Fedoruk - I created a simple workflow that gets triggered through an IF condition when: A new Incident is created, Assigned to is empty, and active is true. I then use a timer and set it to 20 mins (2 mins for testing purposes), and finally, I pass a notification activity that triggers the email notification. Everything seemed to work fine. My only concern is what is the best practice. Would it be through the workflow, or would your recommendation be best?

Uncle Rob · ‎01-31-2020

My rule of thumb is that workflows should be used for full lifecycles, not component pieces of a lifecycle. So I prefer mine for that reason.