Notification Workflow Step for a Later Date (Possibly 1+ Years in the Future)

Good afternoon,

I've come across a couple of IT teams that have indicated that they could use a conduit for sending an automated notification after they've completed an activity, and more imporantly, after the associated ticket has closed.

The main use case is a department having provided an individual with temporary access or a temporary account. In that even, the IT team would like a notification sent to the Responsible technician or group to remind them to remove that access/account. In both use cases, the reminder should occur either one year from the ticket's submission, or from a date specified by the IT technician working the ticket. 

There are probably a few ways to do this, but several of them are not viable in our environment. Those non-viable potential options could be:

  • I believe this is possible using Scheduled Tickets in TDX, but we try to avoid using that feature because (and correct me if I'm wrong) Scheduled Tickets post to the ticket calendar, which causes conflicts/muddies the water for Change tickets and Maintenance Activities (we generally only want Change-related items on the calendar). 
  • We could maybe use the "Goes off hold" feature on a ticket, but we don't want tickets staying open for months/years just for a reminder email to trigger.
  • The Timer workflow step sounds possible for most of the goal, but I believe the Timer step does not take tick down when a ticket is On Hold, Resolved, or Closed.
    If I'm wrong though, and the Timer does continue to count down even when a ticket is in one of those states, then this is probably the solution.

That said, I think the goal I'm looking to accomplish is possible using a web services step/API call in a workflow since (and again, correct me if I'm mistaken) a ticket's workflow stays in motion even if the ticket is resolved/closed. Here's specifically what I'd like to accomplish:

  1. Pull a date from the ticket (be that the ticket creation date, or a date entered by the IT technician) and store it for a workflow step later on. 
    I can probably figure this step out since I've pulled ticket ID numbers into a web service step using the PATCH call. I believe I'd use a GET for this particular action item.
     
  2. Add (for example) one calendar year (or, better yet, one calendar year minus one week to allow a buffer) to the item stored from step #1 above.
     
  3. Have the workflow recognize the new date, and send a notification.

Does what I've outlined in the steps above seem possible? If so, what's the best approach? 

I haven't dug into this too much yet, so any information/articles that could help with this are very much appreciated. 

Thank you.

Nate

Asked by Nate Sakovitch on Mon 1/16/23 3:44 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 1/17/23 11:45 AM

Hello Nate,

A timer step *does* actually continue to "tick" as long as it was started prior to the ticket being moved into a closed/on hold status class.

Essentially we just queue up whatever comes next and tell the system to execute that action X minutes/hours/days/year in the future based on the timer step's configuration. So maybe that could work for you as a route to achieve this end and not keep the original ticket open.

You could test on a ticket by setting the timer for like a couple hours and then closing the ticket after the timer step becomes active in your test workflow (where after the timer you have a web service step that changes its status or creates a new ticket for your team to address, whichever is the best scenario for you).

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