Does anyone know if this sends reminders to the tech or client? I have a script now that checks for tickets that have not been updated in 24 hours and emails myself and the tech. Does this setting replace that? Here is what I see from the help article:
Send Diagnosis Reminders Daily / Hourly: Triggers diagnostic email reminders at either interval.
Hi Rick, that would be an internal email to Techs. This will trigger if the ticket hasn’t been marked as ‘Diagnosed’ as a way to remind techs that there is a case to be diagnosed.
Thanks. Is this supposed to go to the tech the ticket is assigned to? I have this checked but I am not sure where I am supposed to get the reminder? Is it email or a notification?
Correct, it should go to the assigned tech, and that’ll be to their user email as long as the ticket hasn’t passed the ‘diagnosed’ stage.
Is “diagnosed” ticket status? Is there a kb article on this to know when it is passed this stage?
It’s located in the communications section on the Ticket. You would select the diagnosis status from the drop-down.
Documentation on the ticket workflow here: https://help.syncromsp.com/hc/en-us/articles/115002529133-Tickets-Module#ticket_workflow
With the progress bar enabled: https://help.syncromsp.com/hc/en-us/articles/115002529133-Tickets-Module#Progress_Bar
Diagnosed - Triggered when a public comment is entered as a Diagnosis.
Work Approved - Triggered when a public comment is entered as Approved.
Invoiced - Triggered when an invoice is created (not relevant to invoice being emailed, or paid.)
Work Completed - Triggered when a public comment is entered as Completed.