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Creating time triggers

You have to create Time Triggers for the following workflows to use these time-dependent workflows:

  • Notify the assigned staff member when an incident is due in one hour
  • Notify the assigned staff member when an incident is nearing its Due Date
  • Notify the assigned staff member when no action has occurred for 24 hours
  • Notify Author that the Article is due for review

Note

If you have multiple workflow rules that are scheduled to execute within a common time frame, such as one hour, Salesforce.com queues up the workflow actions of these workflow rules and triggers them in batches. This results in the triggers of these workflow rules running at the same time and their email alerts being sent at the same time. Due to the queuing up of workflow actions, you can expect a delay of around 10-20 minutes for a workflow rule to trigger.

Notifying staff members when an incident is due in an hour

To notify a staff member when an incident is due in an hour, you need to add a time trigger in the Notify the assigned staff member when an incident is due in one hour workflow. After you add a time trigger to this workflow, an email message is sent to the staff member that provides information about the incident that is due. You can use an out-of-the-box email template that is provided to you with appropriate message.

To notify staff members when an incident is due in an hour

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu, select Workflow Rules.
  3. In the All Workflow Rules page, in the Rule Name column, click the Notify staff of incident due in 1 hour workflow.
  4. In the Workflow Rule Detail section, click Clone.
  5. In the Edit Rule section, in the Rule Name field, type a new name for the workflow rule, and click Save & Next.
  6. In the Time-Dependent Workflow Actions section of the Edit Rule page, click Add Time Trigger.
  7. Enter the following values for the time trigger:
    • 1
    • Hours
    • Before
    • Due Date & Time
      These values indicate that the workflow executes one hour before the Due Date & Time of the incident.
  8. Click Save.
    The time trigger that you have created appears in the Time-Dependent Workflow Actions section.
  9. In the Time-Dependent Workflow Actions section, select Select Existing Action from the Add Workflow Action list.
  10. In the Select Existing Actions page, from the Choose Action Type list, select the Email Alert type of action.
  11. In the Available Actions list, select the Email Alert: Notify_staff_of_incident_due_in_1_hour action.
  12. To move selected action from the Available Actions list to the Selected Actions list, click Add.
  13. Click Save.
  14. In the upper-left section of the Edit Rule page, click Done.

Notifying staff members when an incident is nearing its due date

To notify staff members when an incident is nearing its due date, you need to add a time trigger to the Notify the assigned staff member when an incident is nearing its Due Date workflow. After you create a time trigger to this workflow, an email message is sent to the staff member that provides information about the incident that is nearing its due date. You can use an out-of-the-box email template that is provided to you with appropriate message.

To notify staff members when an incident is nearing its due date

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu, select Workflow Rules.
  3. In the All Workflow Rules page, in the Rule Name column, click the Notify staff of incident nearing due date workflow.
  4. In the Workflow Rule Detail section, click Clone.
  5. In the Edit Rule section, in the Rule Name field, type a new name for the workflow rule.
  6. Click Save & Next.
  7. In the Time-Dependent Workflow Actions section of the Edit Rule page, click Add Time Trigger.
  8. Enter the following values for the time trigger:
    • 2
    • Hours
    • Before
    • Due Date & Time
      These values indicate that the workflow executes two hours before the Due Date & Time of the incident.
  9. Click Save.
    The time trigger that you have created appears in the Time-Dependent Workflow Actions section.
  10. To add an existing workflow action for the time trigger that you have created, in the Time-Dependent Workflow Actions section, select Select Existing Action from the Add Workflow Action list.
  11. In the Select Existing Actions page, from the Choose Action Type list, select the Email Alert type of action.
  12. In the Available Actions list, select the Email Alert: Notify_staff_of_incident_nearing_due_date action.
  13. To move selected action from the Available Actions list to the Selected Actions list, click Add.
  14. Click Save.
  15. In the upper left section of the Edit Rule page, click Done.

Creating a change request or sending an email message when a knowledge article is due for review

Using the Notify Author that the Article is due for review workflow, you can add a time trigger to create a change request when a knowledge article is due for review. You can specify to create the change request 30 days before the review date of the knowledge article. After you add a time trigger, a change request is created 30 days before the review date. The category and owner of the knowledge article are saved as the category and owner of the change request. The user who submits the feedback on a knowledge article is assigned as the initiator of the change request. The owner of the knowledge article is assigned as the owner of the change request. The status of the change request is opened and impact and urgency are blank.

Using the Notify Author that the Article is due for review workflow, you can also add a time trigger that sends an email message to the author of a knowledge article 30 days before the review date of the article. After you add the time trigger, an email message is sent to the author of the knowledge article. You can use an out-of-the-box email template that is provided to you with the appropriate message.

To create a change request or send an email message when a knowledge article is due for review

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu, select Workflow Rules.
  3. In the All Workflow Rules page, in the Rule Name column, click the Notify Author that the Article is due for review workflow.
  4. In the Workflow Rule Detail section, click Clone.
  5. In the Edit Rule section, in the Rule Name field, type a new name for the workflow rule.
  6. Click Save & Next.
  7. To execute the workflow 30 days before the review date, perform the following steps:
    1. In the Time-Dependent Workflow Actions section, click Add Time Trigger.
    2. Enter the following values for the time trigger:
      • 30
      • Days
      • Before
      • Knowledge Article: Review Date
        These values indicate that the workflow executes 30 days before the date that is saved in the Review Date field of a knowledge article.
    3. Click Save.
  8. To create a change request to update a knowledge article, perform the following steps:
    1. In the Immediate Workflow Actions section, from the Add Workflow Action menu, select New Field Update.
    2. Perform the following actions on the New Field Update page:
      • In the Name text box, type Update the create change request field.
      • From the Field to Update list, select Create Change Request.
      • In the Specify New field Value section, select True.
      • Click Save.
        The time trigger and workflow action are created to notify the owner of a knowledge article 30 days before the review date of the knowledge article that the article is due for review.
  9. To notify knowledge article owners by sending an email message, perform the following steps:
    1. In the Time-Dependent Workflow Actions section, select Select Existing Action and click Go.
    2. From the Available Actions list, select Email Alert: Send email when article is due for review and click the right arrow.
    3. Click Save.
    4. To create a time trigger, enter the following values:
      • 24
      • Hours
      • After
      • Knowledge Article:Last Modified Date
        These values indicate that the workflow executes 24 hours after the incident was last modified.
    5. Click Save.
      The time trigger that you have created appears in the Time-Dependent Workflow Actions section.
    6. From the Add Workflow Action list, select Select Existing Action to add an existing workflow action for the time trigger you have created.
    7. On the Select Existing Actions page, from the Choose Action Type list, select the Email Alert type of action.
    8. In the Available Actions list, select the Email Alert: Notify_staff_when_no_action_has_occurred_for_24_hours action.
    9. To move selected action from the Available Actions list to the Selected Actions list, click Add.
    10. Click Save.
    11. In the upper-left section of the Edit Rule page, click Done.
      The time trigger and workflow action are created for the Notify the assigned staff member when an incident is nearing its Due Date workflow.

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