We are running version 4.2.2 and we are using a custom Lifecycle for all of
our queues. All of the statuses on the lifecycle are custom and we seem to
be having an issue with the “My Reminders” content on the dashboard.
We are able to add reminders to tickets but they will not show up in the “My
Reminders” section of the dashboard. I think this is related to the status
because I created a reminder on a ticket in a queue with the default
Lifecycle and the reminder shows up as expected.
I know there is a query that runs “My Reminders” but I cannot find where I
can change it, does anyone have any ideas? I could even use a custom search
if I had the correct query.
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We are running version 4.2.2 and we are using a custom Lifecycle for all of
our queues. All of the statuses on the lifecycle are custom and we seem to
be having an issue with the “My Reminders” content on the dashboard.
We are able to add reminders to tickets but they will not show up in the “My
Reminders” section of the dashboard. I think this is related to the status
because I created a reminder on a ticket in a queue with the default
Lifecycle and the reminder shows up as expected.
I know there is a query that runs “My Reminders” but I cannot find where I
can change it, does anyone have any ideas? I could even use a custom search
if I had the correct query.
It would be helpful to know more about your lifecycle, in particular
reminder_on_open and reminder_on_resolve. It would also help to know the
status of your reminders. You can find them in the database by
selecting from the Tickets table where Type is reminder and then
looking at the status column.
-kevin