Recurring Reminder Notifications Not Triggered for Tickets Remaining in 'X' Status on ISR Object

Summary:

The system is not sending email notifications at two-day intervals while the ticket remains in status 'X'.

Created two custom fields:

Captures the date and time when a ticket is moved to 'X' status.

Indicates whether a reminder has been sent and allows the flag to be reset.

A Before Update trigger was created on the Internal Service Request object

if (isAttributeChanged('StatusCd')) {
if (StatusCd == 'X') {
DateTime_c = now()
ReminderSent_c = 'N'
} }

Created an object workflow with an email notification action on the Internal Service Request object -Event Point – When a record is updated

if (StatusCd == 'X'
&& ReminderSent_c != 'Y'