Send an Acknowledgment email

[Gowtham Kodali]

When ever an incident is assigned to the User , after one hour if user doesnt send an acknowledgement  email i need to send an reminder notification to the assigned to person, is it possible to acheve this requirement

[Ankur Bawiskar]

@Gowtham Kodali 

what should happen in that 1 hour?

Should that agent update something in work notes?

how are you going to identify if agent started working on that INC in that 1 hour?

You can handle this requirement with flow

Flow Triggers when INC is Assigned

Flow waits for 1 hour

Flow checks State/Something and still agent didn't start working then send email

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[Gowtham Kodali]

hi @Ankur Bawiskar ,

after incident is assigned to a agent then he should reply on incident using the email client or update the additional comments within one hour the incident is assigned,  if there is no response then a reminder email should be sent to agent after one hour 

[Ankur Bawiskar]

@Gowtham Kodali 

then you can use Wait for 1 hour

Then check if that agent updated some comments or not by querying sys_journal_field

If no update i.e. no record found in that table then send email

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[Gowtham Kodali]

hi @Ankur Bawiskar 

generally there will be around 500 incidents created per day  if we use wait for one hour on each incident ,  will there be any performance impact in the system?