Support Business-Day-Only Reminder Intervals for Reminders
M
Mark Marquez
Our partners would like the Reminder Agent to support “business-day-only” intervals when setting reminders for tickets. Currently, the agent counts calendar days (including weekends) for hour-based intervals, which doesn’t match workflows that pause timers over weekends. The desired functionality is for the Reminder Agent’s interval timer (e.g., 48 hours) to exclude Saturdays and Sundays, so reminders are sent only on business days.
Autopilot
Merged in a post:
Reminder Agent - Custom time - don't count weekends and holidays in the wait time
A
Andrew Swan
Currently we have it set to 48 hours before a reminder is sent. If an update is sent to a user on Friday afternoon, it is scheduled to follow up with the user on Sunday afternoon, and then delayed until first thing Monday morning. This doesn't give the user enough time to respond before getting a reminder.
Ideally, if we could have the timer pause on weekends and holidays, this would help prevent this issue.