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

This is the continuation to the Part 1 blog — ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 1

In this part the PPF action for the Email is configured for the below sample requirement discussed in Blog 1.

This is the sample requirement in context of Part 1 blog —

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:


Action Definition:

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Here I have used the Smartforms mail option. If you want to use other email options like HTML mail forms check the blog from  Dolores Correa.

Incident Management and Change Request Manageme… | SCN

Conditions:


The Action for the email will be scheduled when the Status “Forwarded” is set. Below is the schedule action for that.

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The Email should be ready to be sent when the status is still in “Forwarded” and when the Current date & time is higher than the Maximum time limit.

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The custom date type parameters for the condition can be identified under the Deadlines set.

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I have also set the Time of Processing for the action as “Processing using Selection report”.

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The background job scheduled using Transaction CRMC_ACTION_JOB will handle the execution of the email action. This Job would process the Actions for the Incidents, which currently meets the Start conditions.

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***I have also written Part 3 blog. If you are interested in displaying the Wait time Duration as an editable field in the Web UI configuration for the relevant document type then you can refer it.***

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

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