Reminders

Overview

Reminders are pop-up notifications that you can set for yourself or other support reps as a reminder of a task related to a request (i.e. Meeting with Milestone at 4:00) or use to ask a question from another rep.

The reminder will pop-up on your desktop at the scheduled date and time.  However you also have the option to view a list of reminders.

To view a listing of reminders at any time click on the Reminders button in the Service Request Ribbon.

A listing of all the current reminders that you have set for yourself and other users will appear, as shown below.

1. Ribbon Toolbar

Reminder View Tab

Reminder

• Delete: Delete the selected reminder.

Reminder List Parameters

• Customize: Users can customize the grid in any of their request listings by clicking the "Customize” button. For each specific listing, a user can select which rows (fields) will be displayed in the grid.  Also, the fields can be displayed in a different order, the captions can be edited and field criteria filtered.

Preview Pane

This section allows you to specify how the Reminders List (grid) and the Reminder Detail should appear. 

• Below: View the Reminders Details below the Reminder List.

• Right: View the Reminders Details in a panel to the right-hand side of the Reminder List.

• Grid Only: View only the Reminders List.

• Recent Updates First: View most recent updates of the request in the preview pane.

• Chronological Order: View updates to a request in the order in which they were inserted.

Default Setting

• Set Current View as Default: Make a customized view the default view for the Reminders window.

• Restore System Defaults: Set the default view to the original system view.

Request Tab

The request tab allows you to insert memos and make modifications to a service request from which a reminder was sent without entering update mode.

Insert

• Memo: Insert a memo into a request.

• Attach File: Add an Attachment.

• Rating: Provide an Approval Rating for this request.

Change Property

• Title: Modify the title of a request.

• Requester: Change the user that is requesting support.

• Request Type: Select a different request type if other types have been created using User Defined Fields.

• Category: Modify the category of this request.

• Item: Select an asset that this request has been logged about.

Move To

• Queue Folder: Forward this request to a Queue folder.

• My Service: Move this request to your In Service folder.

• Another Rep’s Service: Move this request to another Support Rep’s In Service  Folder.

• Dispatch: Move this request to In Dispatch.

• Close: Close the request in view.

Schedule

• Begin Work: Specify when this request should be addressed.

• Due By: Set a Due Date for this request.

• Reminder: Set a reminder for a future date or time.

Set Importance

• Urgency: View the urgency of a request as set by the requester.

• Priority: Set the internal priority of this request.

Edit Memo

• Edit Memo: Edit text, time code information or time worked for existing memos in this request.  For more information, please see Edit Memos.

Automatic Email Update

• Updates: Turn email updates on or off for this request.

• To: Select the recipients of the email update.

• Content: Specify whether to send the request history or the current memo of the request.

For more information please see Automatic Email Updates.

Communication

• Send Email: Send an email from the request.

• Quick Message: Send a message as part of a thread from the request. For more information please see Quick Messages.

Recurrence

• Recurrence: Set a specified date/time or interval for this request to be created.  Recurrence can be used for scheduled tasks or events that occur on a regular basis. 

Lookup Tab

Properties

• User: View User Properties.

• Organizational Unit: View Organizational Unit Properties as well as users in this organizational unit.

• Company: View Company Properties as well as users in this company.

History

• User: View the User's Request History or the User's Contact History.

• Organizational Unit: View the Organizational Unit's Request History or the Organizational Unit's Contact History.

• Company: View the Company's Request History or the Company's Contact History.

Search

• Request Memo Text: Look for specific text within a request.

• Project Memo Text: Look for specific text within the project that this request belongs to.  Note that this option will only appear if the request selected is part of a project.

• Suggested Solutions: Look in your Knowledge Base for Best Solutions for this request. For more information please see Knowledge Management.

• Request Database: Look for a specific request using our Advanced Search functionality.

Projects Tab

Project

• New Child Request: Add a child request to the selected request in view.

• Add Folder: Add a folder to organize a group of requests.

• Convert To Project: Convert the selected request using a previously defined Project Template. Note that this button will only appear if the request does not have a parent request or is a child request of a project.

• Merge with Request/Project: Merge the current request with a project.

• Remove From Project: Remove the selected request for an existing project.  Note that this option will only appear if the request selected is part of a project.

Support Reps Tab

Support Reps

• New: Create a New Support Rep.  The Authorize privilege is required for this option.

• Properties: View properties for the selected Support Rep.

• Find: Search for a specific Support Rep.

• De-Activate: Remove the selected Support Rep from active reps.

2. A Support Reps List

Listing of all Support Reps. This will default to your name to show the reminders which you have set or those which have been set for you.  With the correct privilege (Update All) you also have the option to view reminders set by or for other support reps.

3. Project Tree

If the request is a member of a project then the project pane will appear which allows you to view all of the requests which are part of that project.

4. Reminder List

A line item for each reminder sent to or from the highlighted Support Rep.

5. Preview Pane

The pane allows you to view the details of the request which the reminder has been set for.

This pane contains two tabs:

This section allows you to preview details of the highlighted request.

• Transactions Tab: Here you will find a listing of the memos (updates) for the request including "Set Reminders" which are identified by the icon.

• Properties Tab: This section shows you all the general information about the request depending on the properties selected in display properties on the Reminder View tab.

Notes:

• Updating a request shown in a Reminder listing does not remove the reminder. The Reminder remains in effect until it is dismissed (deleted).

• The StarWatch Service must be running for Reminder notifications to be sent and received on schedule.

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See also:

HelpSTAR Messages

Rule Designer - Alarm Notifications

Alerts