CA Service Management

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Repeated notification in specific status

  • 1.  Repeated notification in specific status

    Posted 05-12-2017 02:32 PM

    Is it possible to send repeated notification if ticket is in specific status ,lets say WIP?

     

    Thanks

    Ishani



  • 2.  Re: Repeated notification in specific status

    Posted 05-12-2017 03:42 PM

    Hi Ishani, 

    You can set up events or SLAs to notify based on a timer (and a condition) that would repeat the event as long as the specified condition is met.  That condition would be that the status is WIP, and the event would just need to be set to repeat at the interval you want.

    Thanks,

    Jon I.



  • 3.  Re: Repeated notification in specific status

    Posted 05-12-2017 04:28 PM

    Thanks for the reply Jon_Israel.

    But here in this scenario, I think SLA event wont work as there is no time frame to reach to this status.

    lets say there is a sla of priority 1 resolution and time frame is 2 hr. so within this two hour notification can be sent or escalation email can be sent and same after 2 hour, escalation can be done at specific interval.

    but in this case there is no timeline.the only condition is to send repeated notifiction(i.e 8hrs interval) when ticket is in wip or some other specific status .

     

    Thanks

    Ishani



  • 4.  Re: Repeated notification in specific status

    Posted 05-12-2017 04:33 PM

    Hi Ishani,

    So just use a condition with an event that repeats... it should continue to repeat until the condition is no longer met...

    Jon



  • 5.  Re: Repeated notification in specific status

    Posted 05-22-2017 04:38 PM

    Yes, this can be technically done but do you really want to do it? This is what is known as the "nag factor" and there is a mistaken assumption that people will respond positively to it (they don't). If you start sending "nagging" emails to users they will more likely devise an inbox rule that tosses your notifications in the trash automatically.

     

    Here is a better idea: Produce a report each week for managers that lists each direct report and the tickets that each one has that have been sitting to long without an update. Then it is up to each manager to have a discussion with employees about each "dormant" ticket. If you have managers who don't want to talk with their employees regarding work to be done then you have an organizational issue that cannot be solved by technology.