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Need to send email notification to service agent if the records are not updated

in Help Desk 1 comment

Summary:

Hi,

Customer needs to send a notification the assigned to person of the SR, if the SR has to been updated for a period of time.

For example low priority SR it has be updated in 2 working days and its high priorty then its has to be updated in 1 workig day.

We are considering the lastupdated date field to check if its has crossed the timeline. This has to be check twice a day at 9am and 1pm, Also the remainder email must have a huperlink to navigate to SR.

We tried a solution of having a scheduled process and a object function to find the records which has crossed the timeline. When we get those records then we update a checkbox like to send notifcation. Then a object workflow to send remainder emails when the checkbox is checked to Yes.

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