Reminders for tickets/projects

Our solution for this is to add a “follow up date” field to the Ticket form and then create a scheduled workflow automation that checks the field daily and sends a reminder for tickets where the follow up date matches the current date.  Not sure if this helps or not.

Hi Alan.

As JJB4 stated, you can do so.

For tickets, you also have Supervisor Rules:

These run hourly, and you can set to run several actions based on time events in conjunction with status or other.

As a matter of fact, we do have several internal follow-ups for our agents, as well as for requesters/customers/contacts. For the last ones, we changed them to workflows in a similar way as JJB described but a little bit more automatic.

For projects, in Email Notifications, you currently have only:

Project Start Date Reminder 

and Project Task Start Date Reminder

They should work, but they are triggered only once.

What we currently do is:

We have created a custom field for Type of Case, and we created one for Projects.

We link the Ticket (which in turns is an SR, but with Type of Case set to Proyect); from those tickets, we send the information to Requesters about Project status, Project documentation, and so on, and the, we have some Supervisor Rules for those tickets as well.

Hope this helps.

Regards,

Is there a possibility to trigger a notification in Teams/Servicebot using e.g. supervisor rules?

Edit:
I found a possible way to do it using scheduled workflow (as suggested above) and the Teams Orchestration-App.