Notifying requester of pending comment every N days | Community
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Notifying requester of pending comment every N days

  • September 21, 2021
  • 6 replies
  • 0 views
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Hi All,

I'd like to know what would be the best automation/notification configuration to simply notify a requester of a pending ticket every N days.

I understand that this was answered in a similar post here (posted in 2017) - unfortunately no feedback as to whether this worked.

Just wanting to check if there was a more elegant solution than setting up 2 automations and 2 triggers. Theoretically I'd like this to run perpetually until the ticket is reopened by the requester's reply or by another automation.

      6 replies

      P
      • Patrick32
      • Author
      • September 21, 2021

      Did a bit of brainstorming - would the below work?
      (Obviously, I'd set additional conditions so that there isn't any conflict with existing bump automations)

      Automation 1
      ticket status is pending
      hours since pending > 3 days

      • add tags: "notification_trigger"
      • send notification email to requester
      • change ticket status to open

      Automation 2
      ticket status is open
      tag contains: "notification_trigger"

      • remove tag notification trigger
      • change ticket status to pending
      A
      • Abe11
      • September 21, 2021

      Hi Patrick,

      You've got a logic there that I think has a lot of promise, though there is a strong potential for a timing gap with how you have it written. The gap is a potential for between the activation of automation 1 and 2 the end-user may reply in on the open ticket while the tag is present, then it would return to Pending automatically and cause a potential miss. Adding in a trigger that would detect an end-user update while that tag is present and then clear the tag could break this potential automation gap.

      I hope this helps!

      Abraham K. | Customer Advocate

      P
      • Patrick32
      • Author
      • September 22, 2021

      Awesome, thanks for confirmation Abraham!

      Given that automations fire immediately one after another, would the scenario you've described even be possible? Regardless, I'll set up a failsafe trigger as per your recomendation:

      Comment is Public
      Ticket is Updated
      tag is "notification_trigger"

      • remove tag "notification_trigger"
      A
      • Abe11
      • September 22, 2021

      Hi Patrick,

      "Immediate" is a bit inaccurate. Automations run one at a time, checking all non-closed tickets in your system one entry at a time. In a small database this could take less than 30 seconds to do the full run. But as a ticket database gets larger, and as you add more automations, this checking period has the potential to get longer. While this use of a "gap break" trigger may not be needed for most cases and may not be needed if you have limited ticket traffic now, down the road you might run into edge cases that slip through and cause confusion without a trigger like this in place.

      Abraham K. | Customer Advocate

      V
      • Vision12
      • March 28, 2022

      Hello,

      What is it recommended to send an email every X days when the status is on "pending" ?

      Dane13
      • Dane13
      • March 31, 2022

      @vision12,

      This will still depend on your workflow or SLA as an organization. As for us workflow, we do it every 48 hours.

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