dwalby Posted May 17, 2019 Share Posted May 17, 2019 Hi all, As per the below screenshot, I'm trying to send an escalation e-mail to the Service Desk team specifically for when a New starter request has not yet been picked up by an analyst. To do this, I've added a Wait for request owner node with an expiry (of 5 minutes for testing purposes), followed by a decision to e-mail using a gotoif failure, or continue on no match, but it errors at the point the Wait for request owner expires. I was expecting there to be an expired option in the drop-down below, but it doesn't appear. (It does appear if using the Wait for status change node however) Am I missing something here or is there an alternative approach to this? I believe escalation may be possible via SLA triggers etc, but we use global SLAs for all services which if I understand correctly wouldn't therefore suit the use of a bespoke e-mail to inform the service desk that a new starter request requires attention. I hope I've made sense here Thanks in advance Link to comment Share on other sites More sharing options...
Victor Posted May 17, 2019 Share Posted May 17, 2019 @dwalby - I've asked the dev team to have a look ...but yes, there should be an expiry option... Link to comment Share on other sites More sharing options...
Guest Ehsan Posted May 21, 2019 Share Posted May 21, 2019 Hi @dwalby, You can use Custom Expression to determine whether or not the stage has expired. Within the Custom Expression, you can add a check on Stage Expired variable that is returned by the Automated Task. There is a documentation on Custom Expression in the link below. https://wiki.hornbill.com/index.php/Custom_Expression_Builder Hope this helps. Ehsan Link to comment Share on other sites More sharing options...
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