Use Workflow to send Time-Dependent Reminder(s) over Email

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Use Workflow to send Time-Dependent Reminder(s) over Email 

 

Scenario –

The Case has been assigned, after some days its ‘Pending’ or ‘Not Moving’ (as result of any other automation which sets the Status to ‘Not Moving’ after certain number of days) , then a reminder is sent to the owner of the Case.

 

Steps –

 

1.      Create an Email Template – (steps as per lightning view)

 

a.      Set Up > Email > Classic Email Templates > New Template > Choose the type of email template you would like to create > (Suppose Custom Email Template)

 




b.      Next >

c.      Copy text from HTML version

d.      Save.

 

2.      Create the Email Alert – (steps as per lightning)

a.      Go to Set Up > Process Automation >Workflow Actions > Email Alerts > Continue > New Email Alert

b.      Select the Email Template we just created.

c.      To send the reminder to the Case Owner - Recipient Type should be Owner > Case Owner – Add to RHS

        


       


d.      Save.

 

3.      Create Workflow Rule –

a.      Set Up > Process Automation > Workflow Actions > Workflow Rules > Continue > New Rule >

Select Object Case > Next >

 

b.      Define criteria - when Case : Status is ‘Not Moving’ –



c.      Save and Next > Add Time Trigger >


 

d.      Set 1 day after Case : Last Modified Date (when set to Not Moving)


e.      Save.

 


 

f.       Select Existing Action

             g.      Now select the Email Alert we created –

 


h.      Save.

             i.       Select Done.

             j.       Activate the Workflow Rule.

         Note: If workflow can’t be activated in lightning mode (or not working), please switch to classic then click Activate.

 

 

     Output –

            Case created -


        When Case Status changes to 'Not Moving', the workflow is fired.

        To check the status if its triggered or not, go to Monitoring > Time-Based Workflow >

                  

                

           So, its triggered and will be fired one day after –



 

 

 

 

 

 

 

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