Did you get any update on this you can share?
The idea to achieve this, in my opinion, is to use the add CC recipient functionality
CC recipients are notified when the raise user is notified (for example when request is created, a new note added or request is fulfilled)
So you can add this functionality after the first reminder sent for IPC confirmation to the raise user
You have to :
- Activate the CC recipient behavior on Incident/ request business object
- Update process by adding the CC recipient after the first reminder
- Use a calculation to store data on the Email address field something like this
static def GetAttributeValue(_IncidentCCRecipient):
Value = ';'
if _IncidentCCRecipient.Process._UserCol.Count >0:
for user in _IncidentCCRecipient.Process._UserCol:
if user._User.EMailAddress !=null:
Value = user._User.EMailAddress + Value
Thanks Anoir. I thought of using this method already but the thing is that I want this to be used once as in the process the raise user will be notified multiple times. And I don't want the people in CC to be notified every time a reminder is sent to the raise user. Do you have any idea how can we do that?
Yes I agree with this limitation
What you can do, once you have sent the reminder and populate the content of the CC recipient is to add a flag on the ticket (something like CC are notified ?)
You can use an automatic action the set the flag to true
You can use the flag in a SQL trigger under the usr_incidentccrecipient table (for incident) to clear the entry linked to this IPC (you have the Process Guid as the identification of the IPC)
with this method, you just populate the CC recipient table when it required and clear the entries once the action is used (flag set to true)