Configuring automated task settings

You can configure an automated task that archives closed cases and automated tasks that send reminders in multiple scenarios.

With the automated archived task you can periodically archive closed cases automatically, clearing them from the active system. The frequency with which the task is run can be configured, and the number of days back that cases were closed that are archived when the task is run. For example, you can set the task to run every 180 days and to archive all cases that were closed 90 days ago or more.

The reminder task automatically sends the Case Reminder notification to the assigned agent, notifying the agent of upcoming reminders that are associated with a case. The agent receives the notification only when these conditions are met:
  • The Automated Reminder task is active and running
  • The Case Reminder notification is enabled
  • The case has a reminder within the configured time frame
  • The Assigned To field is not null
  • The agent to which the case is assigned has a valid email address in the system
Note: If the source of the case is channel email and notifications for channel email cases have been turned off, then the Case Reminder is not sent.
The survey reminder task can be used by organizations that enable employee surveys. (This includes agents when the case source is Ask HR For HR and managers when the case source is Ask HR For Managers.) The task sends notifications to employees who are eligible to complete a satisfaction survey but have not submitted the survey within the configured time frame. If this task is activated, then it runs once daily at the configured time of day. The task flags all cases that were closed within the previous 24 hours for which the employee did not submit a survey. The employee receives the notification only when these conditions are met:
  • The automated Survey Reminder task is active and running
  • The Survey Reminder notification is enabled
  • The employee has not submitted a survey within the configured time frame
  • The employee has a valid email address in the system
  • The employee has not submitted a survey within the last 30 days
Note: If the source of the case is channel email and notifications for channel email cases have been turned off, then the Survey Reminder is not sent.

For example, the task can be configured to send notifications once daily at 12:00 EST. Eligible employees receive the notification every day until they submit surveys.

The Check SLA At Risk/Missed task can be used by organizations that prioritize standards for meeting service level agreements (SLA). This task automatically sends notifications to agents or service managers when cases are at risk of meeting the configured SLA date or have missed the configured SLA date.
  • The automated Survey Reminder task is active and running
  • The notification is enabled
  • The SLA date has become at risk since the last time the task ran
  • The agent to which the case is assigned or the service manager has a valid email address in the system
Note: If the source of the case is channel email and notifications for channel email cases have been turned off, then the Check SLA At Risk/Missed Reminder is not sent.
  1. Log in as CMsetup administrator.
  2. Access Case Management from the navigation menu.
  3. Select Administration > Case Management Admin.
  4. Click Application Settings.
  5. Specify this information:
    Archive Task
    If an automated archive task has been implemented, set to Active.
    Archive Cases Older than
    If the Archive Task is set to Active, set the number of days before the task's run date for which reports are included in the task. For example, setting the value at seven days archives all cases that were closed within seven days of the date the task is run.
    Reminder Task
    If an automated reminder task has been implemented, set to Active.
    Days prior to reminder date
    If the Reminder Task is set to active, set the number of days before the task's run date for which cases are included in the task.
    Survey Reminder Task

    If an automated survey reminder task has been implemented, set to Active. Verify that the Survey Reminder notification is enabled for the each population whose members you want to receive the reminder. This task is scheduled to run once per day.

    If the task is activated and the Survey Reminder notification is enabled for the population on the case, the task checks that the survey is enabled for the corresponding module and configuration of the survey offering (every x days) to determine if the reminder notification is sent.

    If an employee has multiple closed cases that qualify for a reminder, only one reminder is sent. When the employee accesses the self-service module to take a survey, the employee can complete a survey for any closed case that has not been archived.

    Check SLA At Risk/Missed Task
    If SLA is displayed on a case form, set to Active to enable the system to check active, open cases for SLA due dates that are at risk or missed. If a case with at risk or missed SLA due dates exists, notifications are sent. The task that checks for these cases is run daily. Notifications are sent for cases that meet the at-risk or missed criteria, including cases that are at risk or missed since the last time the task was run and cases from previous notifications that are still at risk or missed. A case that was at-risk can no longer be at risk if the SLA date is changed, so notifications are not sent for these cases. An Infor developer must schedule this task. If this setting is active, at least one of the three related notifications must be enabled for each population: Inform Agent of SLA At Risk, Inform Service Manager of SLA At Risk, Inform Service Manager of SLA Missed.
  6. Click Update.