Can I send an email to the reporter of a Service Desk ticket when the "Expiry Date" is near?

Question

I'd like to be able to send an email to the reporter of an issue when the "Expiry date" is within a certain range.

I can't see an appropriate automation to use as these tickets will all likely have been resolved for some time.

Has anyone managed anything similar?

Many thanks,

Mark

Joshua Sneed Contegix · Answer

Hi Mark,
Use SLA time remaining. Yes, this does require an SLA is defined. Cheers!

Mark_oay6yg · Answer

Hi @Joshua Sneed  Contegix - what would you use as the trigger?

Joshua Sneed Contegix · Answer

Hi Mark,

Why not add automation to add a comment about the issue expiration when X days away from expiration. This will notify the customers, agents, and anybody else outlined in the project's permission scheme. It also 'bumps' the updated date, which can help bring eyes to it with proper queue setup. Cheers!