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enabling notifications when tickets have comments added or have been updated

Hi All,

I'm trying to enable notification (email notification) when incidents/service requests have been updated by adding comments/notes to the WI and by emailing updates to the WI by analysts and/or end user/affected user.

we seem to have two templates but I cant see when they ate triggered as at the moment no one is getting notifications when these WK have been updated.

the targeted class for these templates are

- trouble Ticket User comments

- trouble ticket analyst comments

I cant find anywhere in scsm console to see these classes and update them.

we just seem to have one for SR called "Service request Updated Notification Template" with a target class of "work Item comments Log"

I basically wish to enable notifications so end users and analysts know when items are updated. any ideas on how I can achieve this?

Best Answer


  • Mina_SaidiMina_Saidi Customer IT Monkey ✭
    Thanks Joe. Worked really well. THanks
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