I want to send notification to callers manager after one hour......can anyone help with this?

Kishore47 · ‎06-28-2024

I want to send notification to callers manager after one hour

can anyone help with this?

Eswar Chappa · ‎06-28-2024

Hi @Kishore47 ,

You can make without scripting with flow designer , as shown below

1.Trigger a Flow when an incident is created with State In Progress

2.Flow will wait for an hour of time,

3.It Fires an event to trigger notification by passing Callers manager email through the event.

But I don't see any business use case in your requirement. Please help me with exact conditions to notify the Managers in mentioned time .

Mark this as Helpful / Accept the Solution if this helps.

Thanks & Regards,

Eswar Chappa

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Mark Manders · ‎07-03-2024

Looking at all the responses given: every one is asking for your use case. Can you please explain 'why' you want this in your system?

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Kishore47 · ‎07-03-2024

One of my colleagues received a question during their interview that was difficult to solve or understand. Unfortunately, despite my efforts to assist, I wasnt able to find the answer either. Additionally, I later discovered that this type of question might not have been a necessary requirement for the role.

want to know just for practice purpose ,can we achieve that requirement?

Mark Manders · ‎07-03-2024

That answer has been given: create a flow. But answering that from just the technical perspective (create a flow, add a wait, trigger email) would not get you hired, in my opinion. I absolutely hope that this question was about seeing if it would be challenged. The only correct answer would be

"This can technically be configured, without much issue, but it would cause a huge number of emails being send to the managers, which would make it terrible functionality. Can you please explain what the issue is that you are trying to resolve with this requirement, so we can find a much better solution."

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Damhoej · ‎06-28-2024

We need more information on the use case/problem for this requirement.

However if I guess correctly it sounds something like a response SLA that need to trigger an action (mail to manager) if there has been no reaction to the request. Is that in the right ballpark?

If it is an incident that are reported you can setup a response SLA that give the agent 1 hour to change status to work in progress (or other) and if the SLA is breached you can send the mail.

Ralph Hand · ‎07-03-2024

I can almost see a use case if you are trying to contact the customer for more information or to validate the issue is resolved (one hour seems kind of tight though).

I can't see any other reason you would want to escalate, and the hour thing makes no sense to me.