Action Item Reminder

  • 11 February 2021
  • 2 replies

Userlevel 1
Is there a way to send a reminder notification to those assigned to an action item when it has not been completed within a certain length of time?

2 replies

We send the Assigned To User back to the Responsible Admin field on the SR and leverage an escalation rule to send an email to the Responsible Admin. Below is what one of the escalation rules looks like. Escalates service records with type Request, only non-merged tickets, with status Pending Approval, 16 hours 0 minutes of timer Pending Approval.
Userlevel 1
Thank you. I will take a look at creating an escalation rule.