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Analyst and email notifications undrestanding

Maxim_Popov

Maxim_Popov Member IT Monkey ✭

August 2018 edited August 2018 in Self-Service Portal - Community

Hello.

I have a email notification problem. I set up email notification in scsm console (in Administration - subscriptions)

For End users:

Has User Comment[Trouble Ticket] -> Assignet To User[User] and this is not work, I suppose because i don`t have analyst role for self service portal. Or something like that.

For Analyst:

Has Analyst Comment[Trouble Ticket] -> Affected User[User] and it is work fine.

I use the free cireson self service portal, please tell me how i must correct setup email notifications for both category?

Or how i can assign analyst role to my support team? Or this feature is not supported in free version?

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Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

August 2018

Notification Subscriptions shouldn't be dependent on the portal at all. If an End User makes a comment on a work item and the subscription is configured correctly it should work. Can you show a screenshot of the User Comment subscription?

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Maxim_Popov Member IT Monkey ✭

August 2018

Ok. This is my User Comment for analyst subscription:

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Maxim_Popov Member IT Monkey ✭

August 2018

And this is analyst comment for end user:

Now it`s work but... i think this in not correct way. I make it this way because my support team is not have a analyst role on portal... and i don`t know why.. If i (or someone from support) leave a comment to user incident from "My Work" section i see "User leave a comment".

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