1 Reply Latest reply on Apr 9, 2015 10:37 AM by John Stuart-Robson

    Add reminder on resolved incidents possible?

    Apprentice

      I can't get ANY reminders to send on resolved incidents.  Is there a setting that ignores reminders on read only or completed tickets?

       

      We want an email when a note is added to a resolved ticket.  The note works fine, but the reminder isn't only not sending, the reminder doesn't even appear in the ticket history log.  I tried the future date calculation route, but it's not working.  So, it appears this is not an issue of sending reminder, and instead I think it's an issue of the reminder itself never being created.

       

      A possible work around is to have a manual add note action from resolved lead to a new status that's not read only.  This new status would trigger an SLA alert to the group after 5 minutes, probing an analyst to re-open the ticket if needed.  If they didn't reopen the ticket, then another SLA escalation would send the ticket back to resolved, assuming the note was determined to be for documentation only.

       

      any help would be great. thanks

        • 1. Re: Add reminder on resolved incidents possible?
          John Stuart-Robson Employee

          This might be a stupid question, but have you marked the Reminder in Process designer as active? Also, are you sending to the Originator(RaiseUser) or someone else?

          Generally when setting the Send Date in the reminder I tend to use a calculation as follows: 

           

          import System
          static def GetAttributeValue(Reminder):
            Value = DateTime.UtcNow
            return Value
          

           

          You may have already tried this, but I can't see any other reason why it might not send.

           

          Just a thought.

           

          Thanks

           

          John