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:

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.

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.

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

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

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.

***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