I was asked by my change management team if it was possible to trigger a reminder email 12 hours before the scheduled start date of a change. I don't see a way that I can configure that.
The requirements would be as follows:
- It wouldn't be for all change categories, only select ones. I can identify them with a common flag I added to the chgcat table.
- It would need to go out 12 hours before the scheduled start date on the ticket
- If the scheduled start date changed after the email event/animation was loaded, it should update to coincide with the new date so as not to send out false reminders either early or late.
- It may or may not be restricted to tickets in an Approved status. That is up in the air at the moment and still being discussed.
I know there are ways to trigger events on a delayed timer but that's in a specific # of hours/minutes/sec from the point when the event loads and isn't based on another field, such as the scheduled start date.
Does anyone know of a way to accomplish this goal natively within Service Desk or do I need to construct something in PAM?