OK, every time I look at the schedule vs the due date for a ticket template my eyes kind of cross. Just tell me this...if I create a schedule to fire the ticket template on January 1st of every year and I set the due date to the last day of the month with reminders 14 days and 7 days before the due date, what date is the ticket fired and when are the reminders for the due date fired? I think once I see how these all work I’ll understand it all much better.
Thanks
Best answer by Kathryn Carter
For your Jan 8th example, this is what my setup would be:
You could put 14 days or 7 days if you prefer.
It is the time before: For example - If you want to set the due date for a ticket to be due on Thursday, 3/14/2024, and the ticket was submitted on Monday, 3/11/2024, in the rule, you would select the Period until the due date option and set it to 3 days after ticket creation.
Additionally, here is the KB Guide for reference! Let me know if you need anything else 😄
+18Looking at January 2025:
Ticket fired: Jan 1, 2025
Due date: Jan 31, 2025
Reminder 1 (14 days): Jan 17, 2025
Reminder 2 (7 days): Jan 24, 2025
I hope this helps 😄
Thank you Kathryn, your illustration helped a lot. It also helped for me to see what I was really trying articulate what I didn’t quite understand yet about setting a schedule and a due date.
My real problem is when a schedule is set for a date in the middle of a month, January 8th, for example that would fire annually on January 8th .
Is there a way to set a due date on January 8th. Then a first reminder for 14 days before the 8th and second reminder 7 days before the 8th?
Also, I don’t understand the due date type, “Time period until due date”. Could you explain that for me as well?
Thanks so much for your help.
+18For your Jan 8th example, this is what my setup would be:
You could put 14 days or 7 days if you prefer.
It is the time before: For example - If you want to set the due date for a ticket to be due on Thursday, 3/14/2024, and the ticket was submitted on Monday, 3/11/2024, in the rule, you would select the Period until the due date option and set it to 3 days after ticket creation.
Additionally, here is the KB Guide for reference! Let me know if you need anything else 😄
Kathryn, Thanks for your examples. They really help. One confirmation. Looking at your solution for my January 8 example. Does that mean that I need to change the due date to the next year once that due date fires?
Thanks so much again,
James
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