By default, all active SR's follow the timer rules specified in "SR Overdue and Reminder Settings" which triggers the following system actions accordingly:

Rule 1. If it is the Owner’s turn to respond, but the Owner fails to reply to the Member within 2 days, the system will auto-send an Reminder Notification to the Owner. If the Owner still not reply on the 3rd day, the system will auto-send an Overdue Notification to the Owner.
Rule 2. If the Owner has replied but the Member has not reply in the next 14 days, the system will auto-close the SR on the 14th day.

The existence of Rule 2 enables a SR to be closed automatically when the Member gives no further reply. However, at times when a Member already told the Owner that he/she will reply after a longer period of time (e.g. a long annual leave, need more time for internal discussion, etc.), the Owner may use the "Set Timer Delay" function to delay the SR timer. For example, if a Member tells you that he will reply after four weeks, you may set the "Timer Delay" to 28 days later. This way, the timer will be suspended for 28 days and goes back to count on the Member Return Date on the 29th day. During this period, you will not receive reminder/overdue notifications from Rule 1, and the SR will not auto-close on the 14th day. NOTE: If the Owner or the Member happens to message another after the Timer Delay has been set, it will disable the timer delay setting.

One day before the Member Return Date, the system will send you a notification to let you know that the timer is about to restart.

Member Name	{{ member.name \| formatEmpty }}
Name of Company/Entity	{{ member.company_name_formatted }}
Entity Type	{{ member.entity_type_name \| formatEmpty }}
Country / Region	{{ member.company_country \| formatEmpty }}
Email	{{ member.email }} (Account Email) {{ member.sec_email }} (Secondary Email)

Forgot Password - Member