Afternoon all, in an effort to increase our incident survey response rate, I have been asked to send a survey reminder after 48 hours. At the moment, 30% of our resolved incidents receive a resolution email with a link to complete a survey in, this is sent at the time of resolution. The incident then sits at the Resolved status until the user either completes a survey (then the incident will close) or no action is taken on the incident for 7 days - at which point, it will auto-close.
We want to now send another email reminder with the link to complete the survey after 48 hours, so, I have put an automatic action on our process after the Resolve action which now sets the resolved date so that I can create a query (which I have done) that looks for any incident which has been at the Resolved status for more than 48 hours. I then created a scheduled bulk action usnig this query to automatically send a survey reminder, this works, but, I'm not sure how to stop it from sending a survey reminder every day now until the 7 days is reached and the incident aut-closes, anyone got any ideas?