Posted: 15 Aug 2017 4:10 EDT Last activity: 22 Aug 2017 23:54 EDT
How to set up an Agent to Send Email and Change Property value properly?
I'm trying to use agent to send email for old cases (more than 1 day). I already have the activity working (for sending the email). Now I just need to set up the agent, to send it automatically once the time's up (once a day has passed since a case was made).
So far I have created an agent thru record explorer > SysAdmin > Agents. I typed the label, then chosen the context, then the ruleset of which the case is on.
I already checked that the agent I created is already got the runnable check icon on SMA > Agent Management > Agents.
Already ran the Queue-For-Agent method on the activity. Entered the ruleset, name, Maxattempt (tried both few and many), MinimumAgeForProcessing (tried both long and short amount), and Deferred (tried both checked and unchecked). Also tried using the activity QueueForAgent from @baseclass, same as Queue-For-Agent.
For now the activity I ran is to increase a counter on the cases (using counter = counter + 1 logic) so as long as the activity is running, the counter would then increase, but the counter just won't go up. And when I checked on SMA > Agent Management > Agents, I found that the Agent's queue that I created is staying at 0.
Please tell me if I missed something along the way of setting up the agent.
Anyone's help is very much desired and appreciated.
Thanks for your reply, I tried to use SLA to send my email, and it worked.
Though, I created the activity on the case's class, then when I tried to call it from SLA, it says the activity is "doesn't exists or is not a valid entry for this ruleset and its prerequisites". So I created another activity with the same name under the "Work-" class. And it's finally running. Strange thing is, when it runs it's not running the one in the "Work-" class, but the one in the case's class instead. Is it supposed to work that way?
also, if the case advanced past the assignment where we set the SLA at, it wouldn't work anymore right?
Btw, do you have any insight to share about using "set to the value of a property" Service level definitions instead of "Interval from when the assignment is ready" ?
1. With respect to your activity having needed to create in multiple classes, it depens on the ruleset prerequisites and the class hierarchy/inheritance. So, please make sure that the rule is avaibale for you to refer. This is a compile time error that you can sort out by looking at the above mentioned things.
2. Regarding the SLA being implemented for an assignment, which has already passed. The SLA goal time and deadline time gets set for the assignment at the time of creation with reference to the SLA rule applied. In your case, the assignment which is already created, the SLA will not get applied.
3. By using the option "Set to the value of a property", you can determine/manage the goaltime and deadline time from a clipboard property.
regarding the 3rd answer, I tried to set to the value of a property, and it works. Then I need to send "Reminder" Email, so I will need to repeat the process until the person responsible for that assignment finish the assignment. every day since the assignment is ready (escalation email). I tried to set a new time (for both goal and deadline time) to the property. But it won't send the email anymore. Any advice ?
Why would an application want to send the mails unlimited number of times? Instead, if the goal time and deadline time have both passed and the assignment still needs to be fixed/worked on, then the standard practice is to escalate the case to the manager via SLA email. Please configure the Passed Deadline feature of the Service Level rule.
Or, the other option would be to take the action on the assignment through the activity. You can reassign the case to a co-worker or you can transfer the assignment to a common workbasket or you can configure auto approval kind of feature, based on your requirement.
I don't think there is any such way to keep on sending the emails infinitely.