Need a workflow for SLA concept. I created a workflow for the Cases module, but it is not send the mail for the specific condition. Also I stuck with the conditions for this SLA concept.
SuiteCRM Version used: 7.8.2
Environment name and version (e.g. MySQL, PHP 7):
Operating System and version (e.g Ubuntu 16.04): Ubuntu 16.04
Theme: Suite7
Any solutions please. Thanks in advance.
What are you trying to achieve?
Sending mails is usually possible with workflows.
Hi Diligent,
Thanks for the reply. I am trying to create a workflow for SLA concept.
In brief, created a workflow for, if a case is created and there is no solution for 24 hours, it is to be assigned to one user and the the intimation mail to be send to that user.
If there is no solution for 48 hours, it is to be assigned to other user (like escalation) and the intimation mail to be send to that user.
I created a workflow with the conditions,
Case - Status - New
&
Case - Date Created - Greater than - Date - Date Created - + - 24 Hours
In Actions,
Modify Record - Cases - Assigned to - Value - (selected the user)
Send Email - to - Email - (email-id)
Then, created another workflow with the conditions,
Case - Status - New
&
Case - Date Created - Greater than - Date - Date Created - + - 48 Hours
In Actions,
Modify Record - Cases - Assigned to - Value - (selected the user)
Send Email - to - Email - (email-id)
I believe this workflow conditions are right, but the mails are sending to that user’s mail-id. Also changed the mail-id and checked but no response.
I changed the timing to 2mins and checked, but there is no mail received.
Kindly provide me a solution for this. Thanks in advance.