Send a reminder email on a given status every X days (1 Comment)

Topic by JJ

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Hi,

I'll try to explain out current setup to see if it makes sense or whether we should be doing stuff differently.

1. We have a status called "Pending Information" which basically means we need information from the customer
2. Under Functions > Escalations we have several rules
   1. CLEAR: If incident.status != Pending Information AND Incident.Escalation Level  = (PI 10 Days, PI 15 Days, PI 20 Days, PI 25 Days, PI 5 Days, PI Final) THEN Clear escalation level
   2. PENDING INFO 5 DAYS - CHAIN: If incident.status = Pending Information AND Incident.Escalation Level  != (PI 10 Days, PI 15 Days, PI 20 Days, PI 25 Days, PI 5 Days, PI Final) THEN  Escalate to "Pending Info 5 Days" in 45 hours (relative) with User Response Interval and Revalidate
   3. PENDING INFO 5 DAYS: If incident.status = Pending Information AND Incident.Escalation Level  = (PI 5 Days) THEN  Escalate to "Pending Info 10 Days" in 45 hours (relative) with User Response Interval and Revalidate
   4. PENDING INFO 10 DAYS: If incident.status = Pending Information AND Incident.Escalation Level  = (PI 10 Days) THEN  Escalate to "Pending Info 15 Days" in 45 hours (relative) with User Response Interval and Revalidate
   5. PENDING INFO 15 DAYS: If incident.status = Pending Information AND Incident.Escalation Level  = (PI 15 Days) THEN  Escalate to "Pending Info 20 Days" in 45 hours (relative) with User Response Interval and Revalidate
   6. Etc for 20 and 25 days

So every 5 days we want to send a personalised email out to the user (have omitted the action of appending response template to response field). The content of the message will be different, hence why we are doing distinct stages.

The first step was put in because let's say you got to stage 4 and the status changed, the escalation level would remain so when it got set back to pending information, it'll pick up from this point again rather than going back to the start.

Is this all, the right way to go about it? What would you change?

We have been tinkering with this for a while and therefore some incidents have the wrong escalation level. There's some incidents stuck at the escalation level "Pending Info 5 Days" when they really should be further down the chain. How would we go about resolving this specific issue?

Lastly - am I right in thinking that when the level escalation happens, the rules under Escalations > Functions, will fire again and this is how it will go to the next rule in the chain i.e. how are escalation rules fired?

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