Need Help: Escalation Email After 30 Minutes if Ticket Is Unassigned or Not Closed

[Aswathi]

I’m trying to create a workflow where, if a support ticket is created and after 30 minutes the ticket status is still not changed to "Closed" or the assigned user is still null, an escalation email should be sent to the reported person. I have tried different methods, including creating a custom DateTime field to store the escalation check time and using scheduled workflows, but it’s not working as expected.Can You please help me set this up correctly or suggest a better way to achieve this?

[yuri]

It's reasonable to use BPM for such a case.

Your flowchart would look like this:



If you have never crafted a BPM flowchart before, it maybe bit tricky at start. But it's not that difficult.

[yuri]

Here's how the first Exclusive gateway parameters should look like:




First, you need to draw two outgoing flows. Then, mark one flow as the default flow. For another flow, define conditions (checking the case status in our case).

[Aswathi]

Thank you so much for helping me set up the escalation workflow in BPM.
It was actually my first time working with BPM, and your support really made it easier to understand and complete.