Assigned To user want a REMINDER auto-generated when they change the case state to Pending/Suspended
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12-09-2025 08:40 AM
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?
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Human Resources Service Delivery
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2 weeks ago
THank you Sabrina. If I may ask follow up questions. I like the visual at the landing page but could the ROW in the Assigned to me view.... be assigned a COLOR for cases with a PEND state. Make the row stand out to the agent?
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2 weeks ago
I don't know if you can highlight a whole row in the workspace, but you can highlight non-reference columns using the Highlighted Values functionality
There are oob records for the priority field in the Agent Workspace for HR Case Management scope that you could use as a guideline. The OOB example changes the priority column based on the value in the priority field, but I've also seen where the short description is changed to a specific color based on other fields.
If the goal is to have the cases removed from the agent's view, you could also change the 'Assigned to me' filter to exclude Pending cases and create a new list record to just show pending cases assigned to me.
