Trigger notification to assignment group DL whenever Ticket Put on Hold within 5 Minutes of the Assignment.

[Ankita Gupte]

I want to configure email notification which will trigger notification to assignment group DL whenever the incident is Put on Hold within 5 Minutes of the Assignment.

i.e. if incident 1 is assigned to group A and they put on hold in 5mins of assigning to group then it should trigger notification to that Group Members and group manager.

after that if they reassign to group B and if they put on hold in 5mins of assigning to group B then it should trigger notification to that Group Members and group manager.

Please help with configuring the same.

[Vaibhav Dane]

Hi Ankita,

If you have a time limitation and you want to send a email notifications, you can use a after update business rule where you can mention the condition as state is onHold. In the script of the business rule you can use events to fire the email.  

You can find more details about email notification here

Please mark correct if helpful.

Regards,

Vaibhav Dane

[Arav]

Hi,

You may want to be careful with this requirement as it could lead to performance issues in case the system currently is large or grows to in the future.

Having said that, you may want to consider the approach below.

a. Write an after update BR that triggers when State changes to On hold

b. Get the latest record for that incident and defintion "Assignment Group" in incident metric view (i.e. the time incident was assigned to current group)

https://<your instance>/incident_metric_list.do?sysparm_query=mi_definition%3D39d43745c0a808ae0062603b77018b90&sysparm_view=

c. Compare the "Start" field of the metric record with current time and trigger an event for notification in case the duration is more than 5 mins.

Thanks,

Arav

[Ankita Gupte]

Hello Arav,

Thank You for update.

Instead of notification can we create incident metrics which will show duration between start of in-progress state and start of incident state.

so that will directly show the change duration between in progress and on hold state.

[Arav]

Hi @Ankita Gupte ,

There is already an OOB metric definition on State, which records all state changes.

Please try running a report similar to the one below. Replace the incident number with an incident number from your instance that has transitioned through multiple states.

As you can see, Start and End fields indicate date/time the incident entered a specific state and moved out of it respectively. If End is blank, it means the incident is currently in that state.

Hope this helps. Please mark my response as correct or helpful as applicable.

Thanks,

Arav