Reminders in Servicedesk Edited

Hi,

I don't trust my memory any longer and also like to unburden my brain from menial tasks like remembering to do stuff at a given time. It would be great if I could easily state that I would like to be reminded to look at a given ticket at a given time. This I then could monitor in a queue.

Simple thing, but immensely useful to me and quite a few more, I would imagine.

I should also mention we use the Cloud version.

Regards,

Henrik

5 answers

0 vote
Susan Hauth Community Champion Jan 17, 2018

Hi Henrik,

There are a number of ways to resolve:

1. Add an SLA and when it gets to breach, alert yourself

2. Create a filter with a subscription to yourself that notifies you of issues that meets your criteria

We use both in our organization...

Susan

Thanks for your suggestions, but this doesn't really fit my needs. The reasons for a reminder can be so numerous, it can never fit into an SLA or subscription. I am talking about the possibility to set a date and time when I will take a look at an issue. Very simple and effective in my view. Possibly together with a comment, as I also tend to forget why I was supposed to take another look...

0 vote
Susan Hauth Community Champion Jan 17, 2018

Hi Henrik,

If you are server there are some good add-ons for reminders that you might want to investigate.

Cheers

I can imagine. Unfortunately, we are on Cloud...

Susan Hauth Community Champion Jan 17, 2018

Hi,

Then I suggest you look into Filter/subscriptions.  That's what we do.

Cheers....Susan

Thanks, but as I explained, the underlying reason is not possible to catch with a filter.

0 vote
Jack Brickey Community Champion Jan 17, 2018

For me, and my team I leverage a dashboard call "My Activities". It is designed to represent the CurrentUser so it works for me or whoever is logged in and watching. I make a habit of checking every day and instruct others to do so as well. The gadgets I have set up help illustrate things like "due this week", "Hot Issues", "recently completed" etc. 

So I only have to remember one thing - check my board daily. Actually I check at beginning and end of day if not more frequently. It covers JSD and JSW assigned issues.

Jack Brickey Community Champion Jan 17, 2018
  1. create a custom date field called "Reminder"
  2. write a filter based upon looming Reminder date
  3. add to dashboard "my activities" or set up automation to trigger

While you wrote your comment, I actually did this, but it fails as I want a reminder for me and someone else might want a reminder for hir, and I for sure do not want anyone else's reminders. We are quite a few working with the Servicedesk, so I can't create one per user...

Jack Brickey Community Champion Jun 19, 2018

@Rick Baker's followup inquiry brought me back to this topic and I wanted to respond to @Henrik Sihvonen's last comment. The solution of only receiving reminders for 'your' issues, whoever 'you' are is a simple matter. there are two methods:

  • good: each user that wants a reminder simply creates a filter w/ their name as the assignee.
  • better: create a shared dashboard called "My Activities" that works for everyone. the assignee of any/all filters used in the dashboard includes "Assignee = currentuser()". I do this for my entire company and they can use it as their single source to monitor their assigned issues. Include the shared "reminder" filter and there you have it.
  • theoretical best: use the as yet to be implemented Reminder field. but you may wait forever for this.

Obviously all solutions require you to fill in the suggested "reminder" custom field

Henrik, did you find a better solution??

Again, good ideas, but this would require me to assign the ticket to myself and I just want a reminder that I should do something with the ticket. It can be to see if anyone did something or that the case it is about is possible to test/ verify at this specific time.

@Henrik Sihvonen

I too have a need for this functionality and we are cloud based as well. Any luck yet?

No, I am still using the due date option, which works to some extent, but doesn't really meet my requirement. Imagine if you could set a reminder together with a personal comment why you set it and that is either only for you or public!

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