Automated task settings

You can use automated tasks to periodically archive closed cases or send Case Reminder notifications to the assigned agent in multiple scenarios.

Automated archiving of closed cases

You can periodically archive closed cases and remove them from the active system. You can configure how often the task runs and how long a case must be closed before it is archived.

For example, you can configure the task to run every 180 days and archive all cases that have been closed for 90 days or more.

Automated reminders

You can configure automated tasks to send reminders in multiple scenarios. Each reminder type targets a specific scenario and requires that both the task and the associated notification be enabled.

Note: If the case source is channel email and notifications for channel email cases are disabled, reminder notifications are not sent.

Case reminder

Use Case Reminders to automatically notify assigned agents of upcoming reminders that are associated with a case within a configured time frame.

Agents receive a Case Reminder notification only these conditions are met:

  • The Automated Reminder task is active and running
  • The Case Reminder notification is enabled
  • The case includes a reminder date that falls within the configured time frame
  • The Assigned To field is populated
  • The assigned agent has a valid email address in the system

Survey Reminder

Use Survey Reminders to automatically notify employees who are eligible to complete a satisfaction survey but have not submitted a survey within the configured time frame. The survey reminder task includes agents when the case source is Ask HR for HR and managers when the case source is Ask HR for Managers.

The evaluation for Survey Reminders occurs once per day at the configured time, and flags all cases that were closed within the previous 24 hours for which the employee did not submit a survey.

Employees receive a Survey Reminder 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

If an employee has multiple closed cases that meet the reminder conditions, the employee receives only one Survey Reminder notification. When the employee accesses the self-service module, the employee can complete a survey for any closed case that has not been archived.

For example, you can configure the task so notifications are sent once daily at 12:00 EST. Eligible employees receive the notification every day until they submit surveys.

SLA At Risk/Missed Reminder

Use SLA at Risk or Missed Reminders to automatically notify agents or service managers when cases approach or exceed configured SLA thresholds.

Agents or service managers receive SLA at Risk or Missed notifications only when these conditions are met:

  • 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

When active, the SLA At Risk/Missed Reminder operates daily and notifications are sent for cases that meet the as-risk or missed criteria. The automated task includes cases that are at risk or missed since the last reminder and cases from previous notifications that remain in at-risk or missed status.

An Infor developer must schedule the SLA At Risk/Missed Reminder task. If this setting is active, at least one of the these 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.