When an Incident is logged, it can take some time before an Analyst acknowledges it. You want to automatically send them notifications reminding them that the Incident is awaiting a response.
The way to do this is with a Scheduled Bulk Action which runs a query that returns the Incidents that are at the "Awaiting Response" status (or whatever status you are using to indicate that an Incident hasn't been acknowledged yet), and sends a Reminder to the current assignee for that Incident. When the Incident is acknowledged, the process moves along, so the Incident is at a different status and doesn't get returned in the Scheduled Bulk Action Query, and the Reminder does not get needlessly sent.
So, the steps are:
1, Ensure there is a Reminder action available at the status where the Incident is awaiting a response.
2, Write a query to return Incidents at this status
3, Set up a scheduled bulk action to run the query and perform the Reminder action to send the notification.
Implementing the Solution
1 - Ensure there is a Reminder action available at the status where the Incident is awaiting a response.
Let's say this is your process:
We need to add a manual action into the process for the Scheduled Bulk Action to perform when it runs, and an Automatic Add Reminder (it needs to be automatic so we can use Placeholders and Value Types).
First, we create a windowless action and add it to the process.
Drag a Manual Action (the blue one) from the toolbox onto the Process. The Select action dialogue appears:
Click the [New] button. Fill in the new dialogue as follows:
Next, drag an Automatic Action onto the process, and select Add Reminder from the dialogue that appears:
The Reminder window is then displayed. This is where you create the notification that is going to be sent out. In this example, the Reminder will be sent to the Analyst to whom the Incident is assigned:
Notice that the User dropdown is currently blank. This is because we need to insert a Value Type for the user, rather than an absolute value, because otherwise the notification will always be sent to the user selected in the dropdown.
Right click the User dropdown and select Value Type
Then, in the Control Value Selection dialogue, selet the "Specify a runtime value for control" radio button:
Then select the value you want from the tree below. In this instance we are choosing the current assigned analyst, so you would expand the tree down to User (which you need to tick), using the path Incident/Current Assignment/User, as follows:
Click OK and the User dropdown on the Reminder is populated with the Value Type you just created:
Click OK to save the Reminder.
Next, we need to connect the actions in the process together:
Once you have done this, save the process.
2 - Write a query to return Incidents at this status.
Launch Query and Report Designer
Click the New Query action and fill in the New Query dialogue box:
Add the "Reference Number" attribute to the query by dragging it across into the "Selected Attributes" field:
Click "Criteria" and drag the Status attribute into the Current Criteria pane. Fill in the dialoge box that appears, selecting the Status where you want the notifications to be sent out from (in this example, it is the Open status):
Click OK, and the criteria now appears in the Current Criteria pane:
Save the query.
3 - Set up a scheduled bulk action to run the query and perform the Reminder action to send the notification.
Launch Schedule Manager.
Click "New Scheduled Bulk Action"
A dialogue appears. Fill it in as follows, specifying an hourly recurrence, and selecting the query you just created:
You will notice the minimum period of time you can set the Bulk Action to run is one hour. If you want the action to run more frequently than that, say every 15 minutes, you need to create 3 more scheduled bulk actions, each set to run hourly with a run time 15 minutes later than the previous bulk action.
So, in this example, you would create another schedule to run at 10:15, another at 10:30 and so on.
An enhancement request has been raised to address this, which you can vote on here: Bulk Action Recurrence