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Set a reminder on an existing Service Record
Sometimes, for various reasons, a call is in a state where it can't be closed because of something that has to happen in the future, but there is nothing that can be done until that time comes.
For example:
- someone logs a call to do something for them on a certain date (in the future)
- most of a call is completed, but there is one task left that needs to be done in the future
These calls are not ready to close, so they take up "space" on an active queue.
It would be nice to be able to set a reminder time, then close the call and have it re-open automatically when the time comes.
We already use reminders for warranty expiries, but i can't see how to make that work for this scenario.
Thanks
Best answer by Alan Lytton
Hello Patsy,
Yes you could use it that way. There may be some other methods that would allow for better/more accurate use of the escalation rules, but I am sure your colleague will be able to assist with those options. I am happy to help out however I can as well I would just need more information to ensure I didn't recommend something that wouldn't be helpful, or that would be counterproductive for what you are trying to accomplish.
Alan
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