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Delay email being sent when SR/IR closes

Ishroop_AnejaIshroop_Aneja Customer IT Monkey ✭

We have an offering where SR create a bunch of MA that need to be completed. SR completes when all MAs are complete. However it takes a while for resolution field to be filled in from MA to SR.

Email notification on SR goes out as soon as SR is closed so the resolution comments do not reflect there. Is there a way to delay the notification email from being sent right away?

I see the following setting under Notify Analyst > general settings. What is this value for?


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    Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭

    Hi Ishroop,

    The notification you are trying to send sounds like it would be an SCSM subscription, rather than something within Notify Analyst. If your goal was to only send emails if the resolution comments (Implementation Notes) field is set, then you could add a "if Implementation Notes is Not Null" into your criteria in the subscription. The "periodically send email when meets criteria" condition would need to be chosen for the subscription for this to function.



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