Schedule Notifications

Let's study a use case in an Organization that uses Service Management Application to Notifications. Considering an Approver has many pending approval emails to approve records such as Approving a Change Record, Incident Resolution Confirmation, Problem Management escalations, Knowledge Base publication and Service Request Authorization. To improve the satisfaction of user experience streamlining Bulk Approval Emails in IT Service Management (ITSM) is important. To achieve this APEX platform provides the concept of grouping records, defining condition and as part of Action to select a Notification Template which is tailored to address the audience.

The following infographic depicts that the approval process is made easy by utilizing the required Notification Template in the Scheduler.

To enhance efficiency in managing bulk approval emails related to IT Service Management (ITSM) processes by utilizing a scheduler to group records and select appropriate notification templates for streamlined communication can be achieved easily.

The following Use Cases help you to understand managing such scenarios:

• Incident Information
• Service Request Authorization
• Feedback Notification Email
• SLA Status Email

Incident Information

Scenario: A Workgroup Owner requires an Email on Friday evening, regarding all the Resolved Incidents in that week.

Solution: The App Designer configures a Scheduler where the condition meets the following:

1. All the incidents with status as Resolved.
2. Last Updated Time as previous week.
3. An incident Notification Template is selected that is tailored to meet the requirement.
4. The target user is selected as Workgroup.

Service Request Authorization

Scenario: Service Requests flood the ITSM system daily, requiring authorization from various stakeholders before fulfillment.

Solution: A Scheduler is leveraged to groups service requests according to their nature such as, hardware procurement, software installation and so on. Create notification templates tailored to different types of requests and authorization requirements. Leverage Scheduler to send out bulk approval emails, allowing stakeholders to review and authorize multiple requests efficiently, thereby expediting service delivery.

Feedback Notification Email

Scenario: There is a requirement from all the Analysts, that they must collect the feedback from the End Users regarding the service provided in managing the Incidents.

Solution: Analysts will leverage the Scheduler in an Incident Module to group all the records, where it meets the following condition:

1. Schedule a custom Job to run on weekly basis, when there is at least one Record in the system.
2. Collect the record status with status as Pending, along with workaround details containing Feedback word.
3. Select an Incident Template that is tailored for sending Feedback Notification Emails. 

SLA Status Email

Scenario: A Workgroup Manager has a requirement, to trigger a morning email at 09:00 AM to all the Analysts. The email will be sent to the respective ticket owners with the details about Incident's SLA. This will help the Analysts to prioritize their tasks and ensure SLA doesn't breach.

Solution: To achieve this, the designer configures a Scheduler runs the job on daily basis at 09:00 AM, the configuration will contain the following conditions:

1.  Notification email will be sent to an Analyst owning at least one record.
2.  Analyst Name is selected,
3.  On Notify Recipients Medium of Notification is selected along with a Template that is tailored to meet the requirement.