Maybe I'm not understanding the use of the Global Due Date Reminders but what I'm trying to do is to get a reminder email sent out to the Reminder Owner a set number of hours before the reminder due date.
In our Trial installation, we have this set to 1 hour and we get an email at three minutes PAST the due date of the ticket itself, not an hour before as we were expecting.
I have tried this with both “global due date” reminders and “manually created reminders” by selecting a relative reminder but I could not reproduce it in both cases. May be you and I using different setup parameters somehow, If you can attach a screenshot of add-on configuration and a screenshot of “add reminder” screen, I may try to replicate the problem. Please also specify server and your timezone also the time zone of the target user. These may also affect how reminders are sent.
I think this was just a misunderstanding of how the “Global Due Date” reminders worked. It appears that feature is intended to work off of the Issue’s Due Date and send reminders a set period of time before their due date. I had originally assumed that if the Global Due Date was set to issue reminders 1 hour before the Due Date, and then set a reminder for say 10/21 at 8:00 a.m. that we would get a reminder at 7:00 a.m. instead.
Since we don’t typically use Due Dates in the issues, we are just going to be setting our reminders themselves for an hour before we have promised to follow up.
Thanks for the clarification. I’m closing this issue now. Please let me know if you need any support.