Chasing Up

[Marc Littlefair]

Need some help, advice, direction etc...

We quite often get submisions from our clients where there is inadaquate details provided to us in the ticket that they have rasied, analysts will request further details from the client via the ticket / email from Service manager and the ticket will be placed on hold with a sub-statu of awaiting customer.

What I would like the flow to do is automagically follow up with the client over the period of 10 days prompting them with subtlely worded emails to respond or the ticket will automatically cancel out.

The flow looks like this:

It starts with a wait for a status change, and a descision that if the status has changed to Pending - Customer (if its resolved then this flows across to the resolution section) the flow waits for 5 days and if no response is received then a chaser email is sent to the client. This repeats and if no response is received in 3 days a 2nd chase is sent, if 2 days after that chase is sent no reply has been received from the customer then the ticket cancels out and the workflow ends.

If at any point the customer replies then the workflow sets the ticket status back to open.

I've hit a couple of issues with this that are probably down to me being a muppet.

My Wait for doesn't see to expire

When I do receive a reply despite havign my sub status set to Auto Update it doesn't change the status back to open.  It's been a long week so I could very well have gone down a very wrong rabbit hole.

 

Help! Ideas! Suggestions! Anything

[Keith]

@Marc Littlefair , try this thread on a similar topic.

Not sure why your wait status change is not expiring but I think you incorrect in expecting the status to change on expiry automatically. It will only expire when no change has occurred and the expiry will not affect the status. If you want it to change you will need a step in your BPM to do this.

 

Like you its been a hard week so I could be wrong