Suspend - Pending Customer Response Confirmation

[James.Johnson]

Hi,

In many of my business processes I have a suspend function pending customer response which is due to automatically close as resolved after 5 days. A new requirement has arisen whereby we have been requested to, notify the customer once with the option to respond after 7 days as an example but then a secondary mail after 3 days saying that the call will automatically close.

Please could someone advise on the best way to achieve this?

Many thanks

 

[Martyn Houghton]

@James.Johnson

We have been implementing something similar but putting it on hold rather than resolved.  The way we have approached it is to send the email as 7 days, but suspend for 4 days, then on expiry send the 3 day email then suspend for 3 days. If the request us updated within the first 4 days it loops back so the 3 day email is not sent.

As we have found out, you have to be careful with the suspend nodes and any decisions after them to ensure you have got the correct/up to date values for your decision nodes, as due to non-sequential updates to the request.

Cheers

Martyn

 

[James Ainsworth]

There is also the suspend option that simply waits for a set Expiry which might be able to be used within your workflow.  Using this means that you are not waiting for any particular action to occur, other than a number of days to pass.

[Martyn Houghton]

@James.Johnson, @James Ainsworth

Just be aware, as we discovered recently that the Suspend and Await Expiry applies the default working time calendar (WTC) to its operation, not elapsed time nor the WTC assigned to the SLA on the service.

Cheers

Martyn