Hi -,
I have a Date field(Expected date when the ticket is resolved) which is changed manually when an user submits a response to the request. My aim is to send an notification when the ticket is not resolved after the 2 hours of the Expected date.
Can i do this in the workflow.
$DATE$ - (Date field) > 2*60*60

Please give advise. its an urgent one to be solved.

Thanks,
Satish

Hi Satish,

Your qualification looks pretty good except I'd change $DATE$ to $TIMESTAMP$. Now if you leave it like that it will continue to send notifications forever. I'd add a window of 10 minutes so that it only sends one notification (and then run the escalation every 10 minutes), like:

($TIMESTAMP$ - 'Expected Date' > 2*60*60) AND ($TIMESTAMP$ - 'Expected Date' < ((2*60*60) + 600)) AND ($STATUS$ < "Resolved")

Cheers,
tkj.

Hi Trevor,
Thanks for your quick response. I did not get the point why you changed the $DATE$ to $TIMESTAMP$ what makes difference if i keep as $DATE$ itself because while storing in the database everyhting would be in seconds. I am using escalation Time rather than intervel so it will throw the notification only on specific timings.

($DATE$ - 'Expected Date' > 2*60*60)AND ($STATUS$ < "Resolved")

Please advise and i really appreciate your time.

Thanks,
Satish

Hi Satish,
You can check this but I believe $DATE$ ignores the time of day and resolves to midnight of that day.
Cheers,
Trevor.

Thank you Trevor.

Thanks,
Satish

Hi all,
If i use
($TIMESTAMP$ - 'Expected Date' > 2*60*60) AND ($TIMESTAMP$ - 'Expected Date' < ((2*60*60) + 600)) AND ($STATUS$ < "Resolved")

Generally 'Expected Date' is of type date. So, this qualification would retrieve the Date from 12:00 A.M .

Please advise

Thanks,
Satish

What do you want to do?

My aim is to send an notification when the ticket is not resolved after the 2 hours of the Expected date.($DATE$ Type).

Thanks,
Satish

You need to create a flag to know if the notification has already been sent. Then the qualification should be the following :

($TIMESTAMP$ - 'Expected Date' > 2*60*60) AND ($Status$ < "Resolved") AND ($Flag_Sent$ = $NULL$)

Then you send the notification and set the flag.

Thanks vincent.