Reminder system: unable to clear date field once the reminder has been sent

14 Comments

  • Colin Piper
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    Kathryn, I had a similar problem in my tip here: https://support.zendesk.com/hc/communities/public/posts/203459786-Tip-How-to-set-a-reminder-on-a-ticket however i thought it had been resolved. Unfortunately, for business reasons, I no longer use my own tip so I cannot confirm. Are you seeing the same "undefined NaN, NaN" error?

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  • Kathryn Castle
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    Hi Colin,

    That does seem like the same problem, however I'm getting the following error:

    Automation could not be updated as:

    • Invalid date 'specific_date' for 'Remind me before: / Is'

    Did you end up using a different solution? The workaround I'm using seems to do the trick, but it's very unintuitive, so if there are better alternatives, I'm all ears!

    Thanks!

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  • Colin Piper
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    I did not do anything different as the agents complained that they were getting too many emails so I just disabled this feature and told they were responsible for not forgetting things :)

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  • Kathryn Castle
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    Well that's my plan B ;) I'll update with how it goes!

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  • Jessie Schutz
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    Hey guys!

    @Kathryn, would you be able to give me the name(s) of the automation(s) in question so I can take a peek at them for myself, and see if I can duplicate them in my test instance? I've gone back and forth about five times on what might be happening here, but I need to see everything in action before I can say for certain. :)

    My initial thought is that you can't update a Custom Date Field with no date once the field has been populated, which would explain the error message. If that's the case, you'll need a nullifying condition to keep the automation from running multiple times on the same ticket, so you might be able to fix it by adding a new tag when the reminder tag is removed (ie: reminder_sent).

    Then you should be able to set up a trigger so that if an agent updates the date field again, it can remove the "reminder_sent" tag and start the reminder cycle over again.

    This is mainly conjecture, though; I'd like to be able to test it.

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  • Kathryn Castle
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    Hey Jessie,

    Sure thing. I'm using a trigger "Reminder: set tag on update" and an automation "Notify agent of reminder" in our sandbox account. Let me know if this helps you find them.

    As far as I can tell, it does seem to be the case that you can't set the field back to null once it's been populated, which isn't really ideal (see use case: setting more than one reminder on a ticket).

    As my nullifying case, I had the automation only run if the reminder date is within the next one day, then set the reminder field to some arbitrary date in the past. This gets around the error, but I think it will be confusing for our agents to see this arbitrary date.

    Thanks!

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  • Brent
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    Hey Kathryn,

    I took a look at your automation and set up a similar one in my test account. I got the same error when trying to set a custom date field to "blank". I got word from one of our product managers that it is not possible (by design) to set a custom field's value to "blank" with an automation. I think the best solution going forward for this workflow is to set the date field to an arbitrary date in time as a nullifying condition, as you've done.

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  • Olivier Scialom
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    Hi all,

    Wondering whether there is any update on the ability to clear a date field via automation/trigger? 

    Is Zendesk considering adding this functionality anytime soon?

    Thanks,

    Olivier

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  • Brian Minick
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    Same on the clearing due dates...especially when we are talking about follow up tickets, it's killing my reporting.

     

    Example:

    We have a custom field holding a date. We solve the ticket naturally. All is well. 3 months later, the ticket is reopened, and a follow up is created. The date should not be populated at that time. It should be blank. This doesn't seem like a cumbersome request. If a admin wants to clear a date it probably is for a good reason. What's the issue with doing this on a trigger or a automation? I don't understand.

     

    +1 for the feature

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  • Bryan Matias
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    Ditto on the reporting.

     

    Every ticket that has the "remind me!" automation on it gets excluded from reports, as there is no way to clear the field -----> sets the ticket to solved.

     

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  • Nicole - Community Manager
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    As Brent said, it is not possible by design to leave a field as blank. This is expected behavior. I apologize that I can't speak better as to why, however if it's something you'd like to see changed I encourage you to start a thread in the Support Product Feedback topic, where this change could be discussed and voted on by other users. If enough people express the need, it may then be able to gain some traction for review by the product teams.

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  • Lee KB
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    Thanks Bryan Matias for opening a feedback topic. Now let's all go vote it up! :D

    https://support.zendesk.com/hc/en-us/community/posts/360004371888-Allow-date-to-be-cleared-in-triggers-and-automations

    As a side note, let me plug my own feedback topic related to reminders. This one is a request to allow automations to trigger on a specific date, rather than x days before/after. Please vote!

    https://support.zendesk.com/hc/en-us/community/posts/360004370788-Allow-automations-to-occur-on-a-date-set-in-a-form-field

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  • Lee KB
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    For posterity: This issue seems to have been fixed. It's now possible to simply delete the text showing in the date field (or my favorite: ctrl-shift-backspace, which clears the entire field in one stroke)

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  • Brett - Community Manager
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    Thanks for taking the time to share this with everyone Lee!

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