Need a way for inactivity monitor timer to not reset when a User update happens

[allentschumper1]

Hello-

Currently, I have inactivity monitors set up to send out follow up notifications over a given period of time when the customer has not responded.

However, I know that these monitors are working...but when someone goes into a TASK and does any kind of update, the timer on the monitor resets...which we don't want.

Is there any way to avoid that?  As the documentation explicitly says  "User updates to the task record restart the monitor."  

Any who, before I go and try to reinvent the wheel to avoid that happening, I thought I'd ask around first.

Because the scenario is this...for this particular situation is they have follow up notifications to go out at 10, 20, 40 and 45 days. Again, they work, but say if we are waiting for the 20 day to go out and it's in the process of waiting that duration and a user goes in on day 17 and makes an update to the TASK, it moves the timer back to waiting for 20 days from that update point.  I haven't found any documentation for ways to block that from happening and like I said, I don't want to fuss with a bunch of conditions or coding if I don't have to.

Sorry if a lot of that was redundant!  Look forward to hearing responses.

Thank you.

[Mark Manders]

This sounds like one in the category 'solving people problems with technology'. And that's never a good thing. 

A task related to an awaiting customer ticket shouldn't be touched. The only reason could be that you are asking where the information is and you shouldn't, because that's what the reminders are for. 

Any other update will update the parent ticket and should reset the inactivity monitor, because there has been activity on the ticket. Inactivity is not just for client response. 

[allentschumper1]

The issue is that while the TASK is waiting for a response from the customer, the assigned to on the TASK may post in the notes something like "any updates?" or "have we heard from the customer?," something very trivial and that question will be posed to the person who created the TASK.  So, while it's an update and activity on the TASK, it's not the "correct" activity, if you will.  There's this internal discussion between folks associated to the ticket (creator, assigned to, etc) via notes and comments on the ticket , then the thought is the monitor will continue to wait the duration it was currently at and NOT reset.  

[Mark Manders]

And that is activity on the ticket. The inactivity monitor is meant to be used on inactive tickets. It's not created for a selection of activities. You will need to customize your logic for reminders to customers, because this is not what the inactivity monitor is for.

And tell your teams that if there is no update on the ticket, asking if there has been an update is redundant. If there was an update, it would be in the ticket. If you have the process of sending reminders, it is not necessary to create extra reminders.