Assigned To user want a REMINDER auto-generated when they change the case state to Pending/Suspended
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
The Assigned To user, on an HR Case, wants to Pend/Suspend a case and have a REMINDER auto-generated to them at X timeframe. This would send the REMINDER email and the notificaton icon to the Rep that the case needs followup. We are trying to find a creative option for the Assigned To, as they manage over 100 cases a day.
Can you suggest a better, more visual option on their dashboard for them so these cases dont slip into cracks? No, we do not use the SLA functionality and choose not to at this time.
How are y'all accomplishing this for your Assigned To folks?
- Labels:
-
Human Resources Service Delivery
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
You could leverage the reminder table, either manually or via a flow. The flow could auto-set a reminder for XX minutes in the future which then generates an email to the agent.
https://www.servicenow.com/docs/csh?topicname=reminder-table.html&version=latest
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
Since you don't use SLAs, you could change the card configuration on the Landing Page so that the SLAs at risk shows Suspended cases that haven't been updated in X days.
