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Updated on 12/10/2019
Workflow Documentation
Reminder Action
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Reminder Action

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Reminder Action

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The Reminder action enables you to configure reminders in a workflow status so that Workflow will send a notification to the designated users at a designated time. When configured, Workflow sends reminders automatically, based on your configurations.

Workflow also enables you to execute other actions when the Reminder action resolves, such as to reassign the case to another user, move the case to another status, and execute scripts.

We don't display a reminder icon in the Actions panel that end users can execute for this action type. Instead, end users can create basic reminders when you configure the Ad-hoc Reminders panel in the Case View.


Workflow enables you to customize these specific settings for this action type:


On default, when a user performs this action, Workflow assigns the case to the current assignee. You can configure a different assignee in this section where you can also elect to allow multiple assignees.


You can configure these reminder rule parameters and options:

Parameter

Description

Remind Assignee

Select to enable notifications to the current assignee.

If Case Status is not changed for [X] day(s)

Enter a numeric value [X] for the number of days to start sending reminders if the case status hasn't changed.

Track time only during business days

Enable to track the elapsed time based on your business calendar settings. When not selected, Workflow will continuously track time over nights, holidays, and weekends.


Reminder Options

Description

Send reminder every [X] day(s)

Enter a numeric value for how often [X] in days Workflow will send the reminder.

Repeat [X] time(s)

Enter a numeric value for how many times to send a repeat reminder.


Reminder Rules

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The Reminder Rules section is only available for the Reminder Action type. Reminder rules enable you to send reminder email notifications to the assignee after a period of time that the case status has not changed. We also enable you to execute other actions when the Reminder action resolves, such as to reassign the case to another user, move the case to another status, and execute scripts.

Workflow uses the reminderAction email template as the format for initial reminder notifications. See Email Templates for more information on configuring the template.

When the initial reminder notifications you configured have all been sent, and the action has still not resolved, Workflow then uses the reminderActionExecute template when sending subsequent notifications. This action also behaves differently, depending on whether it's configured as a transitional, or non-transitional action.

For transitional actions, when the action does not change status in the configured time, Workflow executes all of the other action settings you configure in Notifications, Assignment Rules, Post Actions, and Events sections. We also advance the case to the next status at that time.

For non-transitional actions, Workflow also executes all of the other configured action settings, and continues to send notifications until the status changes.


To configure reminder settings:

  1. Create or edit a Reminder Action type. The action can be placed in a non-transitional or transitional position in the workflow.
  2. Check the Remind Assignee option to enable reminder notifications to the case assignee. When disabled, the assignee will not receive reminder notifications.

    Note: The assignee will still receive a notification if you configure the Notification settings to send notifications to assignees.

  1. Enter a numeric value for the number of days to start sending reminders after the case has entered the status.

  2. Check the Track time only during business days option to track the elapsed time based on your business calendar settings. When not selected, Workflow will continuously track time over holidays and weekends. See Business Calendar for more information on defining business calendar settings.

  3. Enter a numeric value for the number of days Workflow should send the reminder. See the example below for an explanation of the behaviors you can expect from your configuration settings.

  4. Enter a numeric value for how many times to send a repeat reminder.  

  5. Click Save to update the action.


The following example describes the behavior of the Reminder Rules settings:

Workflow updates the information below the Reminder Options section when you update the other parameters. When you enter the following numbers:

  • If Case Status is not changed for 3 day(s)

  • Send reminder every 2 day(s)

  • Repeat 4 times(s)


Workflow updates the information to:

  • 3., 5., 7., 9. day - send Notification: On these days, the current assignee will receive a  reminder that is generated from the reminderAction template.

  • 11. day - execute Reminder action: If the action has not changed status by this time, Workflow uses the reminderActionExecute template and sends notifications to the Assignee who is configured in the Assignment Rules section for this action. We also execute all Notifications, Post Actions, and Events settings for this action, and then advance the case to the next status if the action is in a transitional position in the workflow.

  • 13. day - continue to execute Reminder action until Status is changed: If this is configured as a non-transitional action, we again execute all Notifications, Post Actions, and Events settings for this action. We also continue to send reminders until the status changes, using the reminderActionExecute template.


See Workflow Action Settings for more information.