Open for Voting

Scheduled Dates used to trigger reminders rather than just a passive field

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.

billypilgrim

  • Yes, a notification when the ticket is scheduled would be extremely useful, especially in a school setting where a tech cannot interrupt a class and must schedule a time to meet with the teacher.

  • I had this same request and support mentioned to add it as a feature request so I definitely support this one. We need more votes though to get it through. Very useful feature. We have examples for this all the time especially when we have employees leave and it's on a certain date. There's a big list of things we need to do (and we have our automated ticket tasks), but we have to set email reminders for ourselves. Would be extremely helpful to utilize the scheduled date or due date etc...

  • I was looking for a way to make an On Hold Until date time Ticket Status.  The idea being that it would pause the clock on the ticket until the specified time, and have the option to hide that ticket type from the My Tickets view.  I would like 2 tabs or views under the My Tickets view.  One that hides tickets that have a scheduled date for a later time and one that includes all tickets.  But that is probably a second request to this request.

  • A "pull" system where someone has to check manually is never as useful as a "push" system that sends notification when needed.  This would make a feature that we don't currently use, useful enough that we might use it.

    Outlook integration would be fantastic, but I think that is another feature request emoticons_wink.png

  • I had the same questions actually. I think if there was something that triggered a reminder it would be much more useful. Or if it could be utilized with the tech's Outlook calendar.

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