3 Replies Latest reply on Sep 27, 2018 5:42 AM by mark.ingleby

    Incident Due Date in an email notification

    mark.ingleby Rookie



      I am trying to present the due date in an email which is sent to the user when logging an incident (Due Date: $([link:ResolutionEscLink]BreachDateTime)). The code does work when manually sending the notification a few seconds after the status has been updated and the date set but as the Business Rule trigger for the notification is set to when the desk accept the ticket and changes the status it sends the notification prior to the BreachDateTime being sent set.

      Is there any way to add a wait similar to the Service Request module or does anyone know of a script which will delay the sending of the notification until the BreachDateTime is set.


      Sent by the system

      Sent by manually sending the notification

      Current Business Rule