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Knowledge Base & Operational DocumentationHow to Prevent an Automation From Sending a Follow-Up After a Case Is Already Resolved
A delayed reminder may still be sent after an agent resolves the case if queued work is not cancelled or the workflow relies on an earlier status snapshot. The customer may then receive a confusing request to respond.
What to check
Review reminder queue, case state at send time, event delay, retry behavior, and cancellation logic. Test a case that is resolved after the reminder is queued but before it is sent.
Recommended next step
Check current case state and communication preferences immediately before sending. Cancel obsolete queued work and keep an audit record showing why the reminder was suppressed.
How Informatix Systems can help
Informatix Systems provides workflow automation and customer support process services. We can review the environment, trace the problem through its dependencies, and help plan a practical resolution. Contact us with the system involved, when the issue began, and non-sensitive error details.