Staged Notifications

Sam_vj8gcz

Hi All,

So we're wanting to send a few different types of notifications to customers, depending on how long the issue has been sitting in the 'Waiting for Customer' Status.

The problem is, Notification 1 updates the ticket which resets the 'updated' counter.

So, how are we able to send the 1st Notification after 2 days, then the 2nd Notification after 4 days (and so on).

For example, the below logic does not work because after the first rule is run, it will reset the updated counter. The 2nd Notification would actually run after 6 days (2 + 4).

1st Notification - status = "Waiting for Customer" and updated < -2d
2nd Notification - status = "Waiting for Customer" and updated < -4d

I'm hoping that we could utilise something like the entity property field and leverage on this?

Mirek

You might want to change the workflow, add some transitions that would not change the status but would update the "flag" and trigger notification..  Basically you need some field that would be updated to a new value on specific transitions and that value would be used later to set automation (not be based only on "updated" counter) .. then another transition would trigger if the flag is set to specific value .. etc.

1st Notification -> status = "Waiting for Customer" and updated < -2d -> execute a transition called "Notification1" and in a post function of this transition change the value of a field called for example Notification = Sent1

Then 2nd Notification would be based now on the field value not only updated (but we still need to track it just -2d not -4d) .. -> status = "Waiting for Customer" and updated < -2d and Notification = Sent1 .. this would again trigger another transition called Notification2 and in the post function of this transition change the value of a field called for example Notification = Sent2

3rd Notification and later is the same as above you just simply change the values of the field so that you are sure which transition would be executed next..

When reporter replies.. of course you change the status from Waiting from Customer automatically and clear the value of the Notification field so that you can start over again.

Hope it is clear