ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 1

In few of my previous projects, I have come across the requirement to send an Automatic Reminder or Escalation email. This email has to be sent automatically when the allowed time limit exceeds. There are Standard Reminder/ Escalation email Actions available under the Service Request management for SLA escalations. However, for General Reminders/Escalations on delays in Processing, etc., there is No Standard functionality currently available in Solution Manager – ITSM & ChaRM. I hope this blog would help to handle such requirements.

I have used a sample requirement for the context of this Blog. It goes like this — When an Incident has been forwarded, the requirement is to send a Reminder/escalation email after a specific wait time if the Status is still unchanged.

Below are the Steps to do this:


Update the applicable Date profile with the Custom date types, date rules, and duration.

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The Custom duration is for saving the Maximum allowed time before the email could be sent.

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The below date types are for calculating the Clock Start Time and the Time it exceeds the allowed wait period.

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The Custom date rule is to calculate the maximum allowed/ wait time. In this example, it is for calculating ZFWD_LMT_MAX.

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The XML code for the date rule is updated as below.

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***If you want to use a different set of Date rules for your situation then you can refer the Blog written by Deepa Madyalkar in the CRM space Creation of Date rule using XML rules. – CRM – SCN Wiki

Assign the new Custom date types, date rules and durations to the applicable Date profile.

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The Duration can be assigned with a Default value (here I have assigned it as 24 hours) if the maximum Time limit is Fixed.

In order to maintain the duration as a variable value and make it available for edit in the CRM UI of the document check the ***Part 3 blog***.

ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 3

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The Settings related to SLA Escalation can be used for updating the duration.

The Current Date and time is assigned to the date type ZFWD_LIMIT when the status is changed to ‘Forwarded’. The below setting will do that. Then based on the date rule and the duration (Z_FWDDURA) the ZFWD_LMT_MAX will be calculated for the trigger point for the escalation or reminder email.

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***The Configuration related to the PPF Action and conditions for the Escalation or Reminder email are explained in Part 2 blog***

ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 2

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