We had a requirement to be able to send a different reminder message (specifically for our resolution notifications) in our processes based on the customer. Initially I had thought this would work best with a flag on the customer record which forked the process according to a condition and two process reminders.
Then I started looking at making this a lot more flexible by creating a reference list that held a memo field with the text of the reminder message. By associating the reference list with the customer record, I've managed to build this so that you can select which message you want to send by setting the process reminder to use the runtime value that points to the customer record associated ref list memo value.
The result seems to be that I can create arbitrary messages as ref list entries, which include placeholders as they did before when the message was 'hard coded' into the process reminder. Just by associating the correct ref list entry with the customer, I can change the process reminder message text without having to take the process down. This makes life so much easier!!
My question is then are there any known or potential issues around doing this and has anyone else had any experience of using this approach to process reminders? Is this documented anywhere?