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Prevent sending Due Date Reminder on weekend
Answered
Most Engaged Newbie of the Year - 2021
Posted Sep 15, 2021
Hello,
Using Custom ticket field Date (as a due date), I would like to send notification to agents 1 day before this Due Date.
Is there a way to add a condition allowing this notification to be sent on Friday (not on Sunday) when a due date is a Monday ?
Thank you
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4 comments
Jason Schaeffer
Hi Renaud,
You can accomplish this by creating an Automation. Please see the screenshot below:
You can choose to use Calendar hours or Business hours as well as any amount of time before the due date. It may also be a good idea to send out an email notification to the assignee/group as well using the same automation.
Jason Schaeffer | Customer Advocate |
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Renaud Croix
@...
I think you forgot the screenshot ;)
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Fabiano Trustap
@... there is no screenshot, and i would love to learn about it. If you could send me a guide or flow chart on how to implement it, I would appreciate it very much.
Best
Fabiano
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Hope Saldana
Hi Fabiano :) I just set this up for my team. Here is what we configured:
The only tricky part is that if you need to set an additional due date reminder on the same ticket, you have to remove the tag from the ticket. Not bad though. Works well! Hope this helps :)
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