Using Follow Up field in task or incident table to send notification

[Roshni1]

We are using the OOTB "Follow Up" field on our SN instance. 

I have a requirement that when the Follow Up field is set with a date the agent will be following up on either a task or incident that an email is sent on the "Follow up" date is met.  

The email notification to be sent to the "assigned to" 

Looking for assistance on how to either set a BR or Flow and which would work best. 

Thanks in advance

[Manikandan1]

You can achieve this either through Flow Designer or a Scheduled Script Job, but based on your use case, I'd recommend using a Scheduled Job.

• It checks for records where the Follow up date is today.
• It sends an email notification to the assigned_to user when the date is met.

[Roshni1]

Thanks for your recommendation are you able to provide an example of how to do this in scheduled jobs? 

[Robert H]

Hello @Roshni1 ,

Here is a very basic example of what you need to put into your daily Scheduled Script:

function sendEmail(gr) {
    var email = new GlideEmailOutbound();
    email.setSubject('Please follow up on ' + gr.getValue('number'));
    email.setBody('The follow up date is today.');
    email.addRecipient(gr.assigned_to.email.toString());
    email.save();
}

var gr = new GlideRecord('incident');
gr.addQuery('follow_up', '>=', gs.beginningOfToday());
gr.addQuery('follow_up', '<=', gs.endOfToday());
gr.addQuery('active', true);
gr.query();
while (gr.next()) {
    sendEmail(gr);
}

In reality you probably would define an Event Registration and a Notification record for maintaining the content, and then trigger the event from the above script.

Or, if you don't want to script you can create a Flow, like this:

Notification configuration:

Regards,

Robert

[Roshni1]

Hi Robert, 

Thanks very much for the assistance, I went the route of configuring a flow and have added this flow but its not working. 

I am not sure if its cause I have "Follow up is Today" and not the same as your. 

Would you be able to review the flow and advise .