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Context

Follow-ups in Luma are designed to eliminate the manual effort of administrator/Analysts to following up with users.

In this example, we will talk about configuring Follow-ups on the Resolved tickets in ISM and encourage the user to close the ticket.

Here we will learn, how to fetch a list of all the resolved tickets for a specific user and present the tickets that need closure with action in Cards in the channel.

Scenario:

The configured follow up will do the following,

  1. Fetch all the resolved tickets for every 11th Minute from my account in ISM

  2. Format data

  3. Prepare the users

  4. Send it channels.

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