Do your time calculation against the Status-History Pending.Time field From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hari Vishwakarma Sent: Friday, August 15, 2014 3:27 AM To: [email protected] Subject: Pending based notifications & customizations in BMC Remedy ITSM 7.6.001 V
** Hi All, Hope you are doing well. I have one requirement where my need is about developing the notifications for the Remedy incidents which are in 'pending' status with only a valid status reason as 'customer', excluding all other status reasons. As we all know, in pending status, SLA clock stops, but here my requirement is. I want to develop a mechanism where Remedy system(ITSM specially service Desk) shoots notification emails on an interval of: 1. 1st notification after 24 hours when ticket is in pending status with status reason as Customer 2. 2nd notifications after 48 hours when ticket is in pending status with status reason as Customer. 3. 3rd notification after 72 hours and will automatically moves the pending status to resolved with some resolution remarks. Basically, main objective of this funationality is to alert the customer that some information is awaited from his/her end and after above notifications, ticket will be marked as resolved as no actions were performed from customer end. Where i got stuck is, since, the ticket is in pending status, how can i calculate the time interval for considering 24, 36 & 72 hours. Hence, looking ahead for your much needed suggestions to achieve this functionality, if it is possible. Hope, anyone has achieved this in past. Please suggest. Regards Hari Vishwakarma Pune, India -- Best Regards, Hari shankar Vishwakarma Mobile:- +91-9833675872 E-mail:- [email protected]<mailto:[email protected]> _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
