Emailing a manager if case not modified within last 24 hours

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Posted on by Community Member

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

Mat

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Community Member on at

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oh, and I'd want it to run automatically twice a day

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Genya 175 on at

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Hello,

This blog should help you with your question!

http://www.powerobjects.com/blog/2012/10/12/time-condition-based-workflows-in-crm-2011/

Thanks!

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Community Member on at

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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 ?

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Genya 175 on at

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You have to set a wait condition, then you will have the timeout option.

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Community Member on at

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of course :) thanks I'll give it a go and reply on suggested answer.

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Community Member on at

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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

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Genya 175 on at

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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.

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Community Member on at

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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 :)

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Genya 175 on at

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Do it off the record created.

That will trigger the workflow and wait to send you an email until its been 24 hours.

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Community Member on at

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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.

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