enabling notifications when tickets have comments added or have been updated

Mina_Saidi

Mina_Saidi Customer IT Monkey ✭

October 2018 in Self-Service Portal - Community

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?

1

Best Answer

Joe_Burrows Cireson Devops Super IT Monkey ✭✭✭✭✭

October 2018 edited October 2018 Answer ✓

Hi Mina

An easier solution is to use the free version of the notify analyst app as this has action log notification abilities, you can download this from https://downloads.cireson.com.

Cheers
Joe

7

Answers

Joe_Burrows Cireson Devops Super IT Monkey ✭✭✭✭✭

October 2018 edited October 2018 Answer ✓

Hi Mina

An easier solution is to use the free version of the notify analyst app as this has action log notification abilities, you can download this from https://downloads.cireson.com.

Cheers
Joe

7
Mina_Saidi Customer IT Monkey ✭

October 2018

Thanks Joe. Worked really well. THanks

0

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