How to email call owner if no update on call?

[lee mcdermott]

Hi,

How would you configure Hornbill to send an email to the Call owner after X amount of time if the call had not had any update on it.

For example after 2 days with no update it would email the call owner then if still no update a day later it would email them again and possibly also email their manager?

 

thanks

lee

[HHH]

Following

[Victor]

@lee mcdermott how do you define "update," or what would constitute an "update" for you that would potentially trigger the behavior you are seeking? I am referring to the timeline entry that would be created, which can be of different types.

 

[lee mcdermott]

@Victor

hi it would be an "update" I.E. a manual update

[Victor]

@lee mcdermott you could make use of the "Wait for Request Update" workflow node and set it with an expiry. If it expires, send the notification. The downside is that your entire workflow will be suspended here, so it won't be able to perform any other actions while in this state.

[lee mcdermott]

@Victor

 

thanks victor I may set that up and test it. I used a wait for update node once in our change process but it didn't work very well. It would randomly trigger before the timer expired. If I remember correctly ( i could be wrong) you investigated for us but we never managed to resolve the issue, i ended up just removing the node and changing the process slightly. I will give it another go and see what happens.

Are there any other options or ways to do it you know of?

thanks

lee

 

[Victor]

7 minutes ago, lee mcdermott said:

Are there any other options or ways to do it you know of?

Not that I can think of... have a look if the node does what you need it to do, if any issues get in touch with support, if any other questions, let us know.