For our Staff Departure process, we currently include a task in our Service Catalog workflow to send a response template to the departing staff member’s manager (who is copied on the ticket). This template notifies them that the staff member has departed and that they have 30 days to take action on the employee’s OneDrive data and personal email, to which they are granted direct access on the employee’s last day.
Feedback from the user community indicates that managers would like a reminder related to this task 14 days before the 30‑day window expires. Many managers are managing competing priorities and may forget to revisit the original notification without a follow-up reminder.
We would like to automate this reminder; however, I’m struggling to identify a reliable trigger. In other ticket types, we’ve successfully used automation based on the last comment, which usually aligns well with ticket closure. In this case, though, that approach is less reliable because additional comments may be added for various reasons, potentially disrupting the timing of the reminder.
Does anyone have suggestions for a more reliable trigger to use in this scenario, or alternative ideas for ensuring this reminder is sent consistently? I suspect we may need to adjust some portion of the current process to better support automation, but I’m not yet sure what the best approach would be.
