Can the 'Scheduled Dates' field be utilised to trigger some sort of reminder to the tech and/ or client, or otherwise delay the start of the ticket SLA clock running?
Currently the only way to trigger a reminder email would be an alert relating to the due date & Priority Type alerts but a reminder linked to the Scheduled date (which is, after all independent from the Due Date/ SLA) would be very useful and far more flexible.
Example- A client needs a software update, or a system needs an upgrade which involves downtime. We agree a mutually convenient time when they don't need to have use of their device or service. If I log a ticket at this point then the SLA is counting down already, potentially sending me or the client reminders, even though neither of us are required to do anything until the scheduled time.
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