Request the ability to schedule an Incident to open on a specific date/time

We regularly have users who are checking out with our department and ask to keep access to their accounts/email for over 30 days. Instead of opening an incident and having it sit in the queue for that period of time, we would like to be able to schedule an Incident to open the day before the user asked to be shut off.

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Comments

Prahgreatwest

Is this not something that can be achieved with the Automation Rules feature?

Prahgreatwest

Do you think this could work?

Trigger: custom,
scope: incident/ service request
Conditions: Update Condition
field: resolution Date/ Time
Operator: After
Value: Last 30 days
Actions: Update Record
Field Due: Date
Number: 1 Days (since triggered)

However I would put another condition with in the Conditions that would separate the usual incidents to these ones. Such as a category or Keyword. Otherwise it would reopen all incidents after reaching 30 days?

havens1515

Sounds like this isn't an incident, but a service request. And you CAN schedule service requests.

Create a service catalog item
Create a schedule for that catalog item
Set the "Start on" to the day before (or day of) the event
In the "Ends on" drop-down, select "Specific number of occurrences" or "Specific Date"
1. If you chose "Specific number of occurrences", Enter 1 for "Number of Occurrences"
2. If you chose "Specific Date", put the same day (or day after) for the "End Date"

The "Repeats" and "Interval" selections will not matter, since it's only running once. I'd keep it at the default "Monthly" or set it to "Yearly" to make sure it doesn't repeat unexpectedly.

NOTE: I haven't tested this exact scenario, but it should work. I have scheduled many Service Request, but not quite like this. Most of mine are scheduled to run monthly.