AL: How To Add, Edit, or Close a Reminder

Use this workflow to manage requests made in advance by adding a reminder as another line item to the ticket list. Reminders have an independent date and status, allowing your team to track progress accurately.

 

Before you begin...

 

• Requires at least Employee User Type access.
• Requires access to the Ticket List tab.
• To add reminders to a new ticket, requires access to Add Tickets.
• To add or edit reminders on an existing ticket, requires access to View and Edit Tickets.
• Note: Users with View access will receive notifications for unassigned tickets.

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The Steps

Adding a reminder to a new ticket

 

1. Initiate a +Guest Request or +Internal Request ticket.
2. Click the Reminders section at the bottom of the ticket to expand it.
3. Select a date option (see Reminder Fields & Settings Reference).
4. Select a time to control where the reminder appears.
5. Enter a description for the reminder.
6. Click +Add Reminder to add another reminder.
7. Click Save on the ticket.

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Adding a reminder to an existing ticket

1. Select a ticket.
2. Click the Reminders section at the bottom of the ticket.
3. Click +Add Reminder.
4. Select a date option (see Reminder Fields & Settings Reference) and time.
5. Enter a description for the reminder.
6. Click Save on the reminder.
7. Click Save on the ticket.

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Editing a reminder

1. Select a ticket.
2. Click the Reminders section at the bottom of the ticket.
3. Click a field to edit.
4. Click the checkbox to save the edit.

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Closing a reminder

1. Select the reminder from the ticket list.
2. Click the Reminder Status in the highlighted header.
3. Click Finish.

 

The Result Success: The reminder will appear as a separate line item on the ticket list for the specified date. Close the reminder when the task has been completed.

 

Troubleshooting

• Note: To close the reminder only, select the status in the highlighted header of the ticket, not the main ticket status at the bottom of the ticket details.
• Note: Updating a ticket to a closed status with open reminders will prompt a warning to proceed by ignoring, viewing, or closing the open reminders.