How to handle automatic request status change based on user response?
We are running SDP build 10000 on Windows / MSSQL and are facing a challenge of keeping track of abandoned requests.
Consider this use case:
- User opens new request without sufficient information
- Technician responds to request asking for additional info
- Technician updates status to OnHold
- User never responds
What we are looking for is a way for requests set to OnHold status to revert to open status after a specified time interval (i.e. 3 business days) so they will pop back into the technicians request list for another follow up.
How can we automate the status change like this?
Second question:
Beyond simply automating status changes to prompt technicians to follow up on a request, is there a broader solution to handle this?
For instance, our policy is:
- Ask user for more info
- If no response after 3 business days, resend the request to the user
- If no response after 3 business days, resend the request to the user
- If no response after 3 business days, mark request as resolved with resolution "unable to get response from requester"
Is there any way to automate this so the technician doesn't have to manually send 3 messages to the requester? Can the system be configured to resend the last message on a particular request if there has been no activity for a certain time period? Can the system be configured to automatically change the status to resolved if a request has been in a specific status for a specified amount of time?
We can update to a newer version if that will help address these issues.