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Regular Contributor.
Regular Contributor.
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Send an email when scheduled Implementation is passed%21

Hello Experts,

I would like for Service Manager to send an email to the assignee of a change after the scheduled implementation end date has expired to remind the user to close their change. If the change is still open after 5 days, I would like SM to send an email to the assignee manager to ensure that a change gets closed. The reason being, multiple teams aren't closing their changes timely which results in chasing them up separately. This would automate the same. 

I am guessing the following needs to be done to accomplish this work.

1. Modifying workflow to include a RuleSet that checks for all open tickets passing the "schedule start time".

2. Set up notification record and include for true conditions on 1st step.

 

Please correct me if i am wrong in my points. Thanks.

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3 Replies
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Acclaimed Contributor.
Acclaimed Contributor.

Re: Send an email when scheduled Implementation is passed%21

Hi,

You need to configure a notification record and then configure an Alert Definition (AlertDef), that references that notification record.  There is nothing required in the Workflow.

Audrey

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Regular Contributor.
Regular Contributor.

Re: Send an email when scheduled Implementation is passed%21

Hi,

Thanks. I was able to accomplish this with a help of RuleSet and "Run Schedule Action" on Ruleset. This way i am able set all my conditions and notification templates. Thanks for your input.

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Respected Contributor.
Respected Contributor.

Re: Send an email when scheduled Implementation is passed%21

I was thinking the same thing. Using a scheduled action rule; when your time field is less than today and the ticket is not closed, run a ruleset with your HTML email rules. I am glad you figured it out. Good info.

 

Joe

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