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so my techs are raising tickets, but I want to keep an eye on the ones that have been raised, to make sure they don't forget about them !
Is it possible to create a workflow that scans active cases and emails me any cases which have not been modified within the last 24 hours ?
all the best
oh, and I'd want it to run automatically twice a day
This blog should help you with your question!http://www.powerobjects.com/blog/2012/10/12/time-condition-based-workflows-in-crm-2011/Thanks!
thanks for that, but in CRM 2013, I don't get a timeout option in the dropdown as per the blog entry
Also, would this workflow just run once a day ?
You have to set a wait condition, then you will have the timeout option.
of course :) thanks I'll give it a go and reply on suggested answer.
Ok, one last question, when I try an activate the process, I get "activation parameters not entered". What do I set as I just want it to run in the background, not when a record has changed/deleted etc.
thanks again for all your help so far
You have to give a point for this workflow to start.
Start when: you can do from the creation of the record or a status change or field change.. etc.
thanks for the reply
I want it to email cases to me that haven't been modified in the last 24 hours. Obviously if I do it on a status or record change, then the record would have been modified.
All I need is a bulk scan against all active cases , if it hasn't been modified In the last 24 hours, then the case is emailed to me. I only want this scan to take place once of twice a day so I'm not inundated with emails
is that possible ? Sure I'm missing a trick here :)
Do it off the record created.
That will trigger the workflow and wait to send you an email until its been 24 hours.
I've set the process to email if the modified dates is a day old and the case is active, as above, with the workflow starting when a record is added.
So this will just work on new case records.
so if after the case has been created, will it keep sending emails until the case is modified ? and then if the case is left again for another 24 hours, will it start sending emails again ? Sorry for all the questions.
Yes, it will keep sending.
You would have to set some exception.
Such as if a "FIELD" changes stop the wf.
Otherwise it will keep emailing you every 24 hours it has not been modified.
Or you can stop workflow after email is sent.
that's fine, I want it to keep emailing every 24 hours its' not been modified.
So what I've shown in the process screen shot about, should do the job i.e. on a new case being raised, if at any time it hasn't been updated for 24 hours (and it's an active case), I'll receive an email ?
Just a question.
After reach the 'within the last 24 hours' do you want to still keep sending reminder and keep reminding the users or not, for example every hour still remind them?
I have same requirement, but in my client case, they want to keep reminding for every hour if they have neglected an approval record for more than 8 hours.
If yes, then, I would recommend you to create a scheduler job, for example SSIS or the simple one is Console App, register as task scheduler, set it every day or how many hours.
Hope it helps!
If you use workflow, you should have repeated and looping workflow to check after 24 hours, then keep checking, keep reminding as well.
after a case has been raised, if it isn't touched for 24 hours, then I want to receive a reminder. I then want to keep receiving reminders if the case still hasn't been modified.
When the user modifies the case, then all is fine for 24 hours, but after 24 hours, if the case is still live and not modified again, the system to email me
So with the workflow I've created (see the screen shot), would this do this ?
Yes it will work, it will send the email, but my guess, it will only send one email, once, only, after the creation date.
After not being touched for 24 hours, then will send email.
But it will not keep sending for the next 24 hours for next reminder.
If you notice, your start when is once record is created.
Because after the timeout, it will send email and the workflow will stop.
After the another user modify the case and ignore the case for more than 24 hours.
Then, you will not receive the email again, since you did not create another Case, your workflow was stopped and you don't have any running workflow on this case.
So, next suggestion, if you still want to use workflow, you should trigger workflow by another field change, for example Modified on, not only once the record is created :)
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