End User Comment Not Sent to assigned Support Group

Nick_Flint

Nick_Flint Customer Advanced IT Monkey ✭✭✭

April 2019 in Notify Analyst

SCSM 2016 and Notify Analyst 8.0.6.2016 - When and end user creates an action log comment on a SR that has a Support Group assigned but is not assigned to an analyst; no notification is received by the assigned Support Group. Is this how it's supposed to work or is something not working right here?

3

Best Answer

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

April 2019 Answer ✓

@Nick_Flint - That's normal behavior. The Support Group doesn't get notified on comments. Could be a Feature Request though!

6

Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

April 2019 Answer ✓

@Nick_Flint - That's normal behavior. The Support Group doesn't get notified on comments. Could be a Feature Request though!

6
Tom_Hendricks Customer Super IT Monkey ✭✭✭✭✭

April 2019

This really should be an option. Some teams want to know if users are sending email comments to tickets because, for example, things are becoming more urgent and the ticket is still unassigned.

3
Nick_Flint Customer Advanced IT Monkey ✭✭✭

September 2021

https://community.cireson.com/discussion/comment/18051#Comment_18051

I created the feature request way back when but it didn't gain any traction. It's still something we're interested in.
https://community.cireson.com/discussion/4848/notify-analyst-send-comments-to-support-group-option

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