Communications
Communications must be configured for the environment to support reminders.
Mailbox Configuration
A new entry has been added in the Mailbox Configuration in Admin Console for Reminders - Data Management > Mailbox Configuration.
Show Picture)
This entry contains the from email address for reminders. No action is required for this setting, unless you require a different value for alias or local address.
Tickets Setting for Reminders
MANAGE > Settings provides a setting to enable reminder functionality in Tickets. The setting is disabled by default. No reminder functionality is available until the setting is enabled. Toggling this setting requires Manage Configurations permission.
Note
This setting is only available if Communications is configured for the environment.
Show Picture
Workflow Trigger
Enabling the setting adds a Recurring Workflow Trigger with the Send Follow-up Reminder action, and makes the Add/Remove Reminder icon available on the Follow-up Details view. Disabling Reminders removes the Trigger and icon. No further configuration is needed.
Show Picture
Interval Offset: This value is set to 1 hour, and is used in the selection criteria for eligible reminders. Reminders will be selected and sent up to 1 hour before they are due to be sent.
From Alias: This value is set from the Mailbox Configuration entry for Reminders. It is used as the email alias on the from address for reminder emails.
From Address: This is used as the from email address on reminder emails. This is populated from the local address on the Mailbox Configuration for reminders combined with the subdomain and domain from Communications configuration.