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Rule to inform me when a Service Call is near to expire

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Roman Peralta
Super Contributor.

Rule to inform me when a Service Call is near to expire

I have SD4.5 with SP17 i want to have a rule to inform me by email when the service call is near to the target date (Ex. 2 hours or 3 hours before the target date)
5 REPLIES
Oscar U Diaz
Respected Contributor.
Solution

Re: Rule to inform me when a Service Call is near to expire

Hello
It's easy, it may be difficult to define the condition in which it is going to evaluate this rule, but it would be something like this:

When service call is created
where NOT (Status (*) equals Closed, Schedule the validation of this condition at 1 hour Before Deadline)
email notification (Send e-mail message) , Send to: test@test.com, Subject: Subject, Message: body text, Attachment Classification:
Sandeshp_1
Honored Contributor.

Re: Rule to inform me when a Service Call is near to expire

Hi Roman,

The DB rule will like this,

When Service call is created or modify;
Where Status (*) is not equal to resolved or closed; [ STATUS will be other than open status]
Schedule the validation of this condition before (1/2/3) hrs before DEADLINE

Then;

Send Email Message to required person / user with Subject line and Message details.
Roman Peralta
Super Contributor.

Re: Rule to inform me when a Service Call is near to expire

Work great
-=R=-
Outstanding Contributor.

Re: Rule to inform me when a Service Call is near to expire

Just remember that since business rules can't incorporate schedules (like every other tool out there), you'll be getting emails at early hours of the morning for tickets that are due @ 8 or 9 am.
Meine de Vries
Super Contributor.

Re: Rule to inform me when a Service Call is near to expire

Please be aware that the rule sugested by:

Sandeshp

When Service call is created or modify;

may, because of the modify option, create scheduled transactions in the past which will never be executed.

Also you should probably use option: 'Only execute once' in this case.

Example of scheduling in the past.

Schedule 1 hour before.
Deadline: 11/11/2007 12:00.

Status is open - Email scheduled 11/11/2007 11:00.

As time goes by and 11/11/2007 11:00 comes around an email is sent.

By now it is 11/11/2007 15:00 and someone changes the status of the call to for example 'In progress'. Once again a tx is scheduled for 11/11/2007 11:00. This one will never execute and will stay in the queue until the SD service is restarted.