Context
Follow-ups in Luma are designed to eliminate the manual effort of administrator/Analysts to following up with users. This will significantly save the analysts time and cost savings to the company.
In this example, we will talk about configuring Follow-ups on the Resolved tickets in ISM and encourage the user to close the ticket.
In the example below, we will 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.
Fetch all the resolved tickets for every 11th Minute from ISM System.
Format the data if required
Define the list of users for whom the follow-up is configured. This can be either an individual User or Group as well. For now, we will use our own Username.
Define the message format on how it will be shown to the users. Select Cards and enter the required details.
Select the Channel in which you want the follow-ups to happen. As we are testing on the Test Widget, we will select Test Widget as channel.
Configure the Notification Schedule. Define when the notification should occur to the user.