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

[mkader]

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 · Accepted solution]

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).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[mkader]

@Allen A - sorry for not providing more details. This is for a particular team that is trying to get incidents resolved sooner by assigning them when no assignee is attached (so response & resolution it is). The priority does not matter in this situation, and this is also not a platform wide change. 

Awesome so you pretty much cleared it up then. The SLA is the way to go. I will go ahead and move forward with that solution. Thanks again for your help and to everyone else for their feedback!

[mkader]

@Allen A - I am trying to go the SLA route and am having a little trouble. I have created an SLA and an email notification. It does not seem to be firing. Can you walk me through setting this up? I created the SLA, and I created an email notification. The email notification is set on the task_sla table with a condition that looks for my created SLA. Not sure what to do. My SLA works fine, but not sure how to trigger the email notification

[Allen Andreas]

Hi,

In the workflow for this SLA (you may need to copy the default SLA flow and make your own, then associate it with your SLA definition(s)):

From here you would add a timer activity near the start of the flow and have it wait for 20 minutes. After the 20 minutes, you would then use an IF activity to check the assigned_to field and see if it's empty, if yes, then you would fire the event that needs to trigger your notification.

So you would create an event, and then on your notification on the "when to send" tab, you would choose to trigger when the respective event is fired.

In that same notification on the who to send tab, you can select a user or team or team's manager, etc. by using the field (Users/Groups in fields) on the notification OR...

You can check the box for "Event Parm 1 contains recipient" and then in the event activity within the flow (what I mentioned above), you can specify the recipient(s) in the parm1 script field. You can use other event activities within the copied workflow as an example of how to fill it out.

It sounds like a lot, but it's really not and now it's all part of your SLA process to inform whomever that a record hasn't been assigned to anyone within 20 minutes. This keeps timers and things of that nature within one area and you aren't having scheduled jobs and other things running all the time to check things which can have a negative performance impact.

Please mark reply as Helpful, if applicable. Thanks!