I can't get ANY reminders to send on resolved incidents. Is there a setting that ignores reminders on read only or completed tickets?
We want an email when a note is added to a resolved ticket. The note works fine, but the reminder isn't only not sending, the reminder doesn't even appear in the ticket history log. I tried the future date calculation route, but it's not working. So, it appears this is not an issue of sending reminder, and instead I think it's an issue of the reminder itself never being created.
A possible work around is to have a manual add note action from resolved lead to a new status that's not read only. This new status would trigger an SLA alert to the group after 5 minutes, probing an analyst to re-open the ticket if needed. If they didn't reopen the ticket, then another SLA escalation would send the ticket back to resolved, assuming the note was determined to be for documentation only.
any help would be great. thanks