enabling notifications when tickets have comments added or have been updated
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?