Tom Brown

I have a solution to this that allows us to get the reminder at midnight on the date selected in the calendar, so the Agents come in to the reminders on the correct day, not the day before! Obviously lots of automation means more things can break it, but it seems to be functional enough. But I haven't done a huge amount of testing with this so be careful. 

This will not work for time periods less than 24 hours. We had to create a separate automation for "remind me tomorrow". 

We handle tickets in a specific way, so this is tailored to us. But the concept could be adapted once you understand it. 

 

 

Trigger fires if - Ticket updated (not by automation), with a due date present in the date custom field. Action: ticket custom field "Reminder set" to YES.

 

Automation fires if - field "Reminder set" to YES, less than 1 day until due date. Action: adds tag c_reminder_24. Also changes ticket from Pending to On-Hold.

 

Automation fires if - field "Reminder set" to YES, tag c_reminder_24, ticket has been on hold for less than 2 hours. Action: Change to pending.

 

 

Automation fires if - ticket with tag c_reminder_24, "Reminder set" field YES, and time since pending is greater than 23 hours. Action: trigger email and change ticket to open. remove tag c_reminder_24 and set custom field to No.