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Topic

    Gregg Kosel
    How can I send an email to a customer X number of hours...
    Topic posted March 22, 2018 by Gregg KoselSilver Medal: 2,000+ Points 
    64 Views, 1 Comment
    Title:
    How can I send an email to a customer X number of hours before their incident closes?
    Content:

    I am trying to find a way to send an email to a customer whose incident is currently set to waiting (meaning that we are waiting for them to reply) X number of hours prior to when the Aged Database Utility will auto-close the incident?

    Basically, we want the ability to give them a heads-up that we are still waiting on them for something and that we are going to auto-close the incident X number of hours after this message.

    Version:
    November 2017

    Comment

     

    • Carl Elliott

      You would use an escalation rule to fire the escalation at the time you want the email to go out.  So one rule to set the timer and another to send the email.  You can use standard text to populate the incident thread and then send it out as an email.  

      Here is the documentation for sitting up Esclations rules: https://cx.rightnow.com/app/answers/detail/a_id/2181