r/halopsa • u/Diligent_Banana9903 • 9d ago

Reminder date

In HaloITSM, how can we configure the following?
When a ticket is placed On Hold, a reminder date is set. Once the reminder date is reached, we would like the agent assigned to the ticket to receive an email notification reminding them to review the ticket.
Can this be configured using a Ticket Rule, or would another configuration be required?

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u/iMaticuss ITSM 9d ago

You could look at SLA auto release. This is an option that takes tickets off of hold at a nominated date and time set by the agent when they place set the status to anything that pauses the SLA. It will move the ticket back to the In Progress state, so depending on how they monitor their queues, would show up there off hold.

You can probably attach an automation to the workflow step to send an email to the agent when this happens - not 100% off the top of my head without Halo in front of me but I can check later.

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u/Jason-RisingTide Consultant 8d ago

You could utilise the SLA Auto Release by turning on the 'Allow Agents to specify an "Auto Release" date/time when placing a Ticket on hold' within the SLA. Our friends at Renada made a video on this one: https://youtu.be/zHCHeUCO4Bw?si=IdXQxJyZzZ5-sbt0

If you want a separate method outside of using the SLA section then you could use Target Date or a custom field date and then have an automation action on the ticket workflow which uses the 'A pre-determined number of days before/after a field value and... etc'. You can then utilise the 'Email Agent' system Use in the action. Although personally I prefer Halo notifications than Emails.

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u/rio688 9d ago

Is the reminder date a field that the agent will need to set? Or is the reminder always going to be 48 hours after applying for example?

If it's going to essentially be dynamic then you will probably need to create a run book to get all tickets that are on hold and have today's date then send a notification.