Automatically Schedule or Delete Reminders Using Rules
Updated
You can configure rules in the Rule Engine to automatically schedule or delete reminders on messages based on specific conditions. For example, you can set up a rule to automatically schedule a reminder when a case reaches a certain status. Similarly, if a case is assigned to a new work queue before the scheduled reminder date, a rule can be configured to automatically remove that reminder.
To perform either action, create a Case Update rule in the Rule Engine and configure it using the Schedule Rule/Macro action. This article will guide you through the process.
Prerequisites
Before you begin, ensure that the following prerequisites are met:
Ensure that you have the required permission to access and configure rules in the Rule Engine.
Ensure that you are creating a Case Update rule.
Schedule a Reminder
To automatically schedule a reminder using the Rule Engine, follow these steps:
Step 1: Access Rule Engine and Create a Rule
Create a new Case Update rule in the Rule Engine. For detailed instructions, see Create a Rule.
Step 2: Add a Condition
Add one or more conditions to specify when the rule should trigger. For example, check the status of the case.
Step 3: Configure the Action
On the condition node, click Add Action.
In the Edit Action pane, select Schedule Rule/Macro.
In the Action dropdown, choose Action to Schedule. The Operator is auto filled as Is.
Select Reminder.
Reminder Configuration
Once Reminder is selected, additional configuration options appear:
Field | Action / Selection |
Select Entity to Execute | Set to Universal Case |
Select Scheduling Type | Set to any one of the following:
|
Users to Send Reminder To | Choose the user(s) who should receive the reminder. |
Reminder Message | Enter the content of the reminder. |
Example Rule
The screenshot below demonstrates how to configure a rule that triggers a reminder when a case status is updated to Pending External. This reminder is scheduled to notify the assigned agent one hour after the status change, prompting them to follow up if there is no update from the external party.
Once done, use the options in the bottom-right corner to save and enable the rule.
Delete a Reminder
To automatically delete a reminder when it is no longer needed, such as when the case is resolved before the reminder date, follow these steps:
Step 1: Access Rule Engine and Create a Rule
Create a new Case Update rule in the Rule Engine. For detailed instructions, see Create a Rule.
Step 2: Add a Condition
Add one or more conditions to specify when the rule should trigger. For example, you can specify a condition that checks whether a case has been added to a particular queue.
Step 3: Add an Action
On the condition node, click Add Action.
In the Edit Action pane, select Schedule Rule/Macro.
In the Action dropdown, choose Action to remove Schedule. The Operator is auto filled as Is.
Select Reminder.
Reminder Removal Configuration
Once Reminder is selected, additional configuration options appear:
Field | Action / Selection |
Entity to remove all | Set to Universal Case |
Scheduling Source | Set to any one of the following:
|
Example Rule
This screenshot demonstrates a rule configured to delete a reminder when a case is added to a specific queue and the case has been resolved.
Once done, use the options in the bottom-right corner to save and enable the rule.
You have now successfully configured a rule that automatically schedules or deletes a reminder based on certain conditions.