Close Comments Automatic E-mail
Would really like to request that when a requestor enters comments when closing a ticket that an automated e-mail be generated and sent to the technican assigned to that request. There are a couple of reasons for this:
1) Even though we try to educate our users not to do it, they continually will close the request but then add comments that we really should be seeing...like "Can you do XYZ for me also?" Or they add additional comments which are really additional requests expecting us to act on them, but unless we run a custom report or manually look at every closed request we never see them. They then get frustrated with us because we generally only run this report once a month.
2) Good for morale. IT can be a very thankless job, and we have noticed that people really like entering KUDOS into their comments, but again, we don't see it unless we run a custom report or we manually look at every closed call.
Having an automatic e-mail that takes whatever is typed into the Comments box of the Close Request page would be VERY helpful.
Thank you!