[Tips & Tricks] Night-mode automations
Scenario:
One of our customer's came up with a requirement i.e, to notify him or a group of technicians when tickets are created "after business hours". His primary concern was to not miss any high priority tickets. Their organization was getting lot of negative feedback from their end user's because of not addressing show stopper issues and they couldn't figure out how to put a full stop this issue. Customer wanted to check with us if we can provide a solution.
Initially, the customer had enabled the following notification rule.
"Alert the following technician(s) by e-mail when a new request is created."
but this setting will send Emails for all the tickets irrespective of the business hours and it would flood the technician's Inbox with too many Emails. The purpose was achieved but with an inconvenience (reading all the Emails).
Idea :
Then, I gave a very simple solution which ended up solving the customer's issue. The solution which I gave the customer was to
- Create a Business Rule without any criteria / action,
- Enable "execute outside operational hours" option and Email notification present under the Business Rule.
Idea was to notify when any ticket comes outside operational hours and this, worked like a charm. The customer tweaked the Email template and included few content variables to add more information to the Email notification.
Though this was a simple solution, it made a lot of difference to the customer's environment. This is one of the examples of using the Business Rules effectively in any organization.
Though this was a simple solution, it made a lot of difference to the customer's environment. This is one of the examples of using the Business Rules effectively in any organization.