Send Email if Userstatus has not changed within a period of time

[cfb]

Hello all,

I have a 7.0 ehp1 Solman here and would like to set up an action that automatically sends an email to either the Incident Reporter or the Incident Processor (depending on the Userstatus)

How could one accomplish such a task? From my research I suppose it could be done via Timerecording somehow? Couldn't this also be done via a mere rule, that takes the Date&Time of the latest userstatus change adds a certain amount of time.. lets say 2 weeks (scheduled action) and then sends an email if the userstatus has not changed in that timeframe? (start condition)

I couldn't find any similar rule to use as a base.

Any hints would be highly appreciated

Chris

[Former Member · Accepted solution]

hi

we have done this in small excel programming for our own ticketing system not solution manager.

the use case is very simple, as my manager wants to track the processors who holds the ticket long time without process

But you can do this in solman too, try this

if doesnt help, you need to look for status change timings manually in table and create your own z.

pls check.

Thanks

Jansi

[cfb]

Hello Prakhar & Jansi Rani,

thank you for your replies. I looked into that report AI_SDK_SP_AUTO_CLOSE and yes on 7.1 it's way more comprehensive then it was back in 7.0. While the date and duration parts do fit my situation, i'd still have to add an automatism for sending emails and looking up the people involved (+ distinguishing the status if the delay is on the user or the processor end).

I also stumbled across that document regarding "time recording" (as mentioned in my IP) but it does require people to use this time recording which is not the case at present. Forcing everyone to start writing down the times in tickets only to get a reminder if a ticket has been forgotten, doesn't seem to be a feasible solution. ;O

I'm still squinting into the direction of TX: sppfcadm. Couldn't this be done with the Actions and Conditions here?

regards and thanks again for your responses.

Chris

[prakhar_saxena]

Hi Chris

That is why I have not mentioned about the Time Recording because in practicality it will not work in you case

what you need to do here is create an SPPFCADM action and as a method called a badi which developer will the code from copying earlier report and then triggering email

this can be schedule at whatever status you want to trigger

is this solution ok for you.....we did this long back for a customer w.r.t SLA and Escalation mechanism where we have a complex requirement can't be fulfill by standard actions or report etc

Hope this resolves

Regards

Prakhar

[vervinckt_joyca]

Hi,

So if you would customize a PPF mail action, with as start condition a badi implementation that contains some code that sais something like "if last changed on date is more than 2 weeks ago".

How then would that mail be automatically triggered? Because the action and its schedule and start conditions are only evaluated when saving the document.

And in this case the purpose would more be that you can set a ticket in for example status "customer action" and don't touch it again, but meanwhile automatically a reminder mail is sent to the requester when he doesn't respond. Can that be achieved?

Kind regards,

Joyca

[prakhar_saxena]

Hi Chris

AI_SDK_SP_AUTO_CLOSE is a report used for closing ticket automatically if doesn't meet the deadline or end user don't close tickets

you can enhance it as per your requirement based upon the same logic

Regards

Prakhar