Can I create a reminder notification for requests still waiting for a response?

Here's a sample object workflow trigger condition that sends a reminder to an agent after a request is in Waiting status for over seven days.

How to create the notification:

1. Create a new field called "AgentResponseDateTime_c" to capture the date and time when an agent responds to a request.
2. Create a new field called "WaitingReminderSent_c" to track whether or not a waiting reminder has been sent.
3. Create a new field called "EmployeeResponseReceived_c" to track whether the employee responded with follow-up comments after an agent has responded to the request.
4. Write a Groovy script for the status field with the following actions:
   1. Capture the date and time in the "AgentResponseDateTime_c" field when an agent responds to a request.
   2. Reset the "WaitingReminderSent_c" field to "N" as the timer for reminders is reset to zero when an agent responds to a request.
   3. If the employee has responded with follow-up comments, set the "EmployeeResponseReceived_c" field to "Y".
5. Create an Object Workflow to trigger waiting reminders.

   Object Workflow Trigger Condition:

   • Object: HR Help Desk Request
   • Name: RequestWaiting1stReminderEmail
   • This sends first reminder email to requester when a request status is in waiting for over 7 days.
   • Active: Yes
   • Event Point: When a record is updated
   • Condition:

     /" Added By: Your Name, Date
     Purpose: Send reminder email when request status is set to Waiting */
     if (isAttributeChanged('StatusCd') && StatusCd == 'ORA_SVC_HRHD_WAITlNG' && 
     Waiting1stReminderSent_c!= 'Y') { 
      return true
     }
      else { 
      return false
     }
     

   Object Workflow Schedule:

   • Groovy Script Name: RequestWaiting1stReminderEmail
   • Execution Schedule: 1 Days After AgentResponseDateTime_c
   Note: The groovy script should contain the code with reminder email content and send reminder email when employee hasn’t put any follow-up notes and the status is Waiting. For example, EmployeeResponseReceived_c != 'Y' && StatusCd == “ORA_SVC_HRHD_WAITING”