Timers

Timers allow you to plan automated actions within a specific time frame and execute time-delayed actions. Currently, timers can be configured in custom triggers and workflows.

 

Supported Modules

Role Required
Supported Automation

Requests

SDAdmin, HelpDeskConfig

Triggers and Workflows

Changes

SDAdmin

Triggers and Workflows

Problems

SDAdmin

Triggers and Workflows

Releases

SDAdmin

Triggers and Workflows

Purchases

SDAdmin

Triggers

Contracts

SDAdmin

Triggers

 

 

Quick Links

Configure Timers 

To create a timer action, choose your preferred module from the drop-down. Click New Timer.

The New Timer form is dynamic and each section loads uniquely based on certain values. Read the following pointers to understand how to fill out the necessary information:

Step 1: Provide Basic Details

Field

Description

Timer Name*

Provide a unique name for the timer action.

Description

Describe the timer operation or usage.

* mandatory fields

Step 2: Schedule Timer

Specify the time frame to activate the timer and apply actions. Use the pointers below for reference:

 

Timer duration option selected

Wait for time frame values

User Defined

Enter days, hours, and minutes in relevant fields. The timer will run for the entire duration after request creation.

Based on a Date field

You can apply a calculated time frame based on:

  • Full Duration - Schedule timer to run from its initiation until the date/time in the specified field is reached.
  • Number of Days - Schedule timer to run from its initiation and stop before/after the time in the selected date field is reached.
  • Percentage - Schedule timer to run for a calculated timespan between two date fields.
    • Specify the percentage of time to be considered. Click at to define if the wait time should start exactly when/before/after the specified percentage of time is reached.
    • Select the (due by/schedule date) time as the end of wait time.
    • The wait time starts based on relative to field.

Based on Conditions

Time frame cannot be defined. Timer will run until it is aborted.

 

 This option will not be applicable if the timer duration is set based on conditions. 
This option is available only for request timers.
This option will not be applicable if the timer duration is set based on conditions.
If this option is enabled, the timer will be paused even for Completed status in the following circumstances,
     ♦ Wait For time is defined by percentage and set to run until Due by date or Response Due By time is reached.
     ♦ SLA Hours is considered while running the timer.

 

 

Step 3: Configure Actions

After the timer starts running, you can apply multiple actions at timed intervals using levels. You can add up to 4 levels with a maximum of 5 actions in each level.

For every level, you can configure the execution rule to decide the time limit to execute the level and apply the configured actions. The execution rule configurations vary depending on the timer duration configurations.

If timer duration is user defined/based on date field:

To set Level 1,

  • Click Configure.
  • You can set the level execution wait time based on:
    • Number of Days - Apply actions before or after the specified amount of time from the timer start.
    • Percentage - Apply actions after a percentage of time has passed in the timer duration.
  • Specify when the level should be executed. For the first level, the level initiation criteria is selected as initiate after/initiate at (of timer start), by default. This allows you to add further levels.
You can select initiate before as initiation criteria to calculate the level execution time based on the timer duration end. You cannot add further levels if this option is configured.
  • Enable Repeat to apply the same action after repeated intervals. Set the time to repeat and specify the number of repetitions. The repeat time must be a minimum of 5 minutes. You can set up to 5 repetitions for each level.
  • Choose the action to be applied. You can send notifications, run custom function, update a field, add tasks, or trigger a webhook.

To set further levels,

  • Click Configure Level 2/3/...n.
  • You can set the level execution time based on Number of Days and Percentage. The start of the execution time for level 2 and above can be set depending on the execution time of the previous levels.

All levels have the same execution time criteria

Depending on the wait time criteria, you can choose to start the level timer as follows:

Number of Days -

  • After the timer duration starts
  • After the previous level is completed

Percentage -

  • After the timer duration starts
  • Calculates the amount of time left in the timer duration and starts level execution accordingly.

Different levels have different execution time criteria

The start of the level timer is auto-set as follows

Number of Days - After completion of previous levels

Percentage - Calculates the amount of time left in the timer duration and starts level execution accordingly.

The initial levels have the execution time criteria while the later levels vary.

 

For the initial levels, you can choose to start the level timer depending on the wait criteria:

Number of Days -

  • After the timer duration starts
  • After the previous level is completed

Percentage -

  • After the timer duration starts
  • Calculates the amount of time left in the timer duration and starts level execution accordingly.

For later levels, the start the level timer is auto-set as follows:

Number of Days - After completion of previous levels

Percentage - Calculates the amount of time left in the timer duration and starts level execution accordingly.

 

  • You can enable level repetition and choose actions to be applied as explained in level 1.

 

If timer duration is defined based on conditions:

To set Level 1,

  • Click Configure.
  • Specify when the level should be executed after the timer starts.
  • Enable Repeat to apply the same action after repeated intervals. Set the time to repeat and specify the number of repetitions. The repeat time must be a minimum of 5 minutes. You can set up to 5 repetitions for each level.
  • Choose the action to be applied. You can send notifications, run custom function, update a field, add tasks, or trigger a webhook.

To set further levels,

  • Click Configure Level 2/3/...n.
  • Specify when the level should be executed. The execution time for level 2 and above can be started right after the timer duration starts or after the previous level is completed.
  • You can enable level repetition and choose actions to be applied as explained in level 1.

 

 

 The repeat time must be a minimum of 5 minutes. You can set up to 5 repetitions for each level. 
 You can apply a maximum of 5 actions in each level. 
 Field update action is configured inline in each level. The other actions can be selected from custom actions configurations. 

 

Step 4: Abort Timer

You can set the criteria to abort a timer halfway by selecting one of the following options:

 

 

You can apply actions on the request or change or problem if the timer is aborted. You can send notifications, run custom function, update a field, add tasks, or trigger a webhook.

 

Step 5: Configure Actions when Timer Ends

You can choose to execute actions when a timer ends by itself. You can send notifications, run custom function, update a field, add tasks, or trigger a webhook.

 

Step 6: Other Options

You can choose to clear timers applied on a request/change/problem when the entity is closed. To apply timer-automated actions on closed requests/changes/problems, this option can be disabled.

After setting up the timer, click Save.

 

 

Manage Timers 

After timers are created, they are listed on the list view page where you can perform the following actions:

Timer Actions Working

 

 

Sample Use Cases

Delay Timer: Apply delayed actions on a request or change or problem.

Scenario (for requests): If a request is closed, make all notes public 2 days after the request is closed.

Configure a trigger to be executed when a request status is closed/completed with the following timer:

Timer Schedule

Actions

Timer Duration: Based on conditions

Level 1:

  • Level Execution time is set as Number of days to be initiated after 2 days of timer start.

  • Select Run a custom function as the action. Compile a custom function to mark notes as public and select the custom function.

 

Scenario (for changes): If a change request reaches Implementation stage, pause the workflow for 5 days for high risk changes.

Add a Timer node to the Implementation stage in the change workflow and configure the timer as follows:

Timer Schedule

Actions

Timer Duration: User Defined

Wait For: 5 days

Abort Timer:

  • Select Based on Conditions as the abort timer criteria.
  • Specify the condition as Change Risk is not High.

 

Scenario (for problems): After a problem is closed, wait for 2 days and add the resolution to the solution module.

Configure a trigger to be executed when a resolved problem in closed status with the following timer:

 

Timer Schedule

Actions

Timer Duration: User Defined

Wait For: 2 days

Abort Timer:

  • Select Don't Abort Until Timer Ends as the abort timer criteria.

  • Select Run a custom function as the abort timer action. Compile a custom function to create a solution using the problem's resolution and select the custom function.

 

Break Timer: Stop executing timer actions if the user/technicians performs any actions on the request or change or problem.

Scenario (for requests): When 50% of due by date is reached for a request and it is still not in Closed status, send reminders to the technician everyday to update the status. If the request status updated, stop sending notifications.

Configure a trigger to be executed when a request is created with the following timer:

Timer Schedule

Actions

Timer Duration: Based on a Date Field

Wait For: Percentage at 100% of Due by date relative to Created Date.

Level 1:

  • Level Execution time is set as Percentage to be initiated at 50% of timer duration.
  • Repeat the action every 1 day for 5 executions.
  • Select Send Notification as the action.

Abort Timer:

  • Select Based on Conditions as the abort timer criteria.
  • Specify the condition as Status is Closed.

 

Scenario (for changes): If a change request reaches CAB Evaluation stage, send a notification every 30 minutes to the CAB members. Once the approval process is complete, stop sending notifications.

Add a Timer node to the CAB Evaluation stage in the change workflow and configure the timer as follows:

Timer Schedule

Actions

Timer Duration: Based on Conditions

Level 1:

  • Level Execution time is set as Number of Days to be initiated after 30 minutes of timer start.
  • Repeat the action every 30 minutes for 5 executions.
  • Select Send Notification as the action.

Level 2 and above:

  • Level Execution time is set as Number of Days to be initiated after 30 minutes of completion of level 1,2,...
  • Repeat the action every 30 minutes for 5 executions.
  • Select Send Notification as the action.

Abort Timer:

  • Select Based on Conditions as the abort timer criteria.
  • Specify the condition as Approval Status is changed.

 

Scenario (for problems): Update the Priority field as High if 50% of due by date is reached. Email technicians to add workaround/resolution if the due by date reaches 75%. Stop sending notifications if the workaround/resolution is added.

Configure a trigger to be executed when a problem is created with the following timer:

 

Timer Schedule

Actions

Timer Duration: Based on Date Field

Wait For: Percentage at 50% of Due by date relative to Reported Date.

Level 1:

  • Level Execution time is set as Percentage to be initiated at 50% of timer duration.

  • Select Field Update as the action. Set Priority field value High.

Level 2:

  • Level Execution time is set as Percentage to be initiated at 75% of timer duration.

  • Select Send Notification as the action.

Abort Timer:

  • Select Based on Conditions as the abort timer criteria.

  • Specify the condition as Workaround Description is not empty or Resolution Description is not empty.

 

Idle Timer: Perform actions on a request or change or problem if it is idle in a status/stage for a specified duration.

Scenario (for requests): If a request is idle for more than 2 days while waiting for input from the requester, send a reminder to the requester. If no response comes through for a day, cancel the request and notify the requester.

Create a custom status Awaiting Reply from Requester. Configure a trigger to be executed after a request is created and the status is Awaiting Reply from Requester with the following timer:

Timer Schedule

Actions

Timer Duration: Based on conditions

Level 1:

  • Level Execution time is set as Number of days to be initiated after 2 days of timer start.
  • Action is selected as Send Notification.

Level 2:

  • Level Execution time is set as Number of days to be initiated after 1 day of completion of level 1.
  • Select Field Update as the action to change the request status as Canceled.
  • Select Send Notification as the second action to notify requester about request cancellation.

 

Scenario (for changes): Track the time spent by the change request in a freeze window when the Implementation stage is reached and create tasks if the change is frozen for more than 2 days.

Create a change trigger with the condition as Freeze Conflicted is Yes and Change State is Implementation. Configure the following timer as trigger actions:

Timer Schedule

Actions

Timer Duration: Based on conditions

Level 1:

  • Level Execution time is set as Number of days to be initiated after 2 days of timer start.
  • Select action as Create Tasks and configure tasks to pause or reschedule freeze windows.

 

Scenario (for problems): If a high priority problem is idle for more than a day, send a reminder to the technician to add workaround. If no response comes through for a day, escalate to group head.

Configure a trigger to be executed on idle high priority problem requests with the following timer:

 

Timer Schedule

Actions

Timer Duration: Based on conditions

Level 1:

  • Level Execution time is set as Number of days to be initiated after 1 days of timer start.

  • Action is selected as Send Notification.

Level 2:

  • Level Execution time is set as Number of days to be initiated after 1 day of completion of level 1.

  • Select Run a custom function as the action. Compile a custom function to notify the group head and select the custom function.

Abort Timer:

  • Select Based on Conditions as the abort timer criteria.

  • Specify the condition as Workaround Description is not empty.

 

General Timers: Perform actions at timed intervals.

Scenario (for requests): When a request is logged from JIRA, search for resolution in all service desk instances. If a resolution is found, update the request status as Resolved in ServiceDesk Plus Cloud and JIRA.

Create an additional field Request Logged from JIRA. Configure a trigger to be executed after a request is created and the Request Logged from JIRA field value is Yes with the following timer:

Timer Schedule

Actions

Timer Duration: Based on a Date Field

Wait For: Number of Days after 30 minutes of Created Date.

Level 1:

  • Level Execution time is set as Percentage to be initiated after 80% of timer end.
  • Select Run a custom function as the action. Compile a custom function to check the keywords in all service desk instances and copy resolution to the request.

Timer Ends:

Configure 2 actions to be executed when the timer ends.

  • Select Field Update as the first action to change the request status as Resolved.
  • Configure a webhook to update the JIRA ticket as the second action.

 

Scenario (for changes): Ensure all the tasks in a change request has worklog added by the task owner. If a task is closed without this information, notify the task owners everyday.

Create a trigger for change tasks. Choose to execute the trigger when the task is created and the status is Resolved or Closed. Configure the following timer as trigger action:

Timer Schedule

Actions

Timer Duration: Based on Conditions

Level 1:

  • Level Execution time is set as Number of days to be initiated after 1 day of timer start.
  • Select Run a custom function as the action. Compile a custom function to check the worklog of change tasks and send notifications every day.

Disable Automatically clear timer on Change closure to continue reminding your technicians even if the change request is closed.

 

Scenario (for problems): If a problem is not closed on the same day after a workaround/resolution is added, trigger a task to the technician. Send notifications to the technician until the problem is closed.

Configure a trigger to be executed when a resolved problem is not closed with the following timer:

 

Timer Schedule

Actions

Timer Duration: Based on Conditions

Level 1:

  • Level Execution time is set as Number of days to be initiated after 1 day of timer start.

  • Select Add Task as the action. Create a task to close the problem.

Level 2:

  • Level Execution time is set as Number of days to be initiated after 1 day of Completion of level 1.

  • Repeat the action every day for 5 executions.

  • Select Send Notification to technician to close the problem.

Abort Timer:

  • Select Based on Conditions as the abort timer criteria.

  • Specify the condition as Workaround Description is not empty or Resolution Description is not empty.

Disable Automatically clear timer on Problem closure to remind technicians even if the problem is closed.