Notify Requester after a period of time (OnHold Status types)
Scenario:
A requester submits a request and does not respond to the Technician. The Technician would like to close the request if there hasn't been a response.
Use Case:
Use Case:
ServiceDesk teams can reduce the total count of requests by closing unresponsive requests. This will allow teams to focus on work with an active Requester and reduce the total amount of requests within a Group.
Solution:
Solution:
- a custom notification trigger to check for requests in a certain Status which have not been updated after 7 days
- Zia automation reviews pending requests and reaches out to the Requester via email, ZIA chat, or another available chat tool (MS Teams, Slack, etc.)