The Add Reminder icon (bell with green +) is available if the functionality has been enabled, the due date/time is in the future, and the Ticket does not yet have a reminder scheduled.
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Clicking the Add Reminder icon displays the dialog for specifying when the reminder should be sent. You can specify the interval to send the reminder as n hours or days before the follow-up is due. The interval defaults to one (1) day.
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The recurring trigger runs hourly to check for eligible reminders to send.
The presence of a reminder on a Follow-up is indicated by a blue bell. Hover text for the bell icon provides details of when the reminder will be sent. Also, the Add Reminder icon will change to Remove mode (red X).
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Clicking the Remove Reminder icon displays a warning that lets you confirm the removal (YES) or cancel NO).
Note
Reminders are automatically removed once the email has been sent.
Considerations
A follow-up can only have one unsent reminder. The option to add a reminder is not available when there is already an unsent reminder on the follow-up.
There is no option to edit a reminder. To change a reminder, first remove and then add a new reminder.
Follow-ups with a follow-up date in the past cannot have a reminder added. You can change the date to be in the future, and then add a reminder.
Once the reminder is sent, the bell no longer appears on the follow-up. A new reminder can be added if the follow-up date is in the future.
Reminders do not account for weekends or holidays.
Reminder emails that have been sent are viewable only in the Communications module. There is no history of them in Tickets.
If a follow-up is closed before a reminder is due to be sent, the reminder will not be sent.
Reminder Email
When the current date/time reaches the reminder interval, the email is sent to the email address of the assigned to user.
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Both SaaS Security users and IDI platform user groups are supported.
Note
If for some reason the user or user group does not have an email address configured, a reminder will not be sent. There is no indication that the email address is not available.
From Address: from alias and address that is configured in Workflow trigger
To Address: email address of the assigned user on the follow-up
Subject: Reminder: <Follow-up type> due in <n hours/days> (Follow-up ######)
Body: contains the follow-up id (as a hyperlink to the follow-up), the follow-up date, follow-up type and follow-up status.