How to set up a notification for one year after a case is resolved?
Hi All,
I have a requirement where a notification needs to be sent to the end users one year after the case is resolved in the system.
Can you guide me the steps to set-up such notification policy?
Kind Regards,
Petar Hr.
***Edited by Moderator: Pallavi to update platform capability tags***
Hi Petar,
There could be many solution for these but the more good one in terms of further reusability will be below:
At the case is resolved put the Work Status "Resolved" and at this business event trigger a declare expression that calculate the date of 1 year after the "Resolved" status and save it to a Target property.Now In SLA run an Agent that runs an Activity to send the mail (eg : you can customize SendCorrespondace OOTB activity rule also accordingly)
2nd Option : In the flow put a wait decision shape and on the decison shape put a When rule that if the Work Status is resolved it will further enter into an "Wait " shape and wait period will be for 1 year and then the flow will resume and next put an smart shape "SendEmail" that will send mail .
Note : if "When" rule fail then connect it to Finish shape of the flow so that the flow will end immediately without going to Wait Shape.
Please let me know if you face any further issue
Thanks
Hari Pandey
Hello,
Have you tried working with the OverallSLA maybe. You can maybe keep it set after resolution?