(Originally posted on 22, January 2016)
Our techs spend a decent amount of time sending requests to users that had urgent incidents but will not respond to requests for information. We have a three attempt rule and I was wondering if this could be useful as an automation workflow for other companies.
-No response from user, they are not out of office and the issue is not email
-Tech enters request for information in a freeform text box
-Tech enters a closure of ticket due to non response in a freeform text box
-Samange posts RFI to ticket at initiation.
-Samanage waits 1 business day
-If no response/post to ticket - Samanage posts RFI to ticket again
-Samanage waits 2 business days
-If still no response/post to ticket - Samanage posts Closure of ticket test to ticket and sets state to resolved.
If this is possible/wanted, being able to change the days and having defaults for both days and text would be helpful (especially for new techs)
|What problem will this feature solve?:|