We are using SDP 11.0 with multiple support groups for different internal departments.

We are wanting to customize the response templates so we can define different messaging for different support groups.

For example, we have internal support group for IT and for that we want to include an escalation path as well as our after hours contact info in the initial acknowledgement message which goes back to the requester when they open a ticket.

However, we also have an external (i.e. customer facing) support group for general customer service and we do not want to include our after hours contact info in their acknowledgement messages.

I found an old request from 6 years ago which seems to be asking for the same thing here.

Someone commented and provided feature request # SDF-38031, however I cannot seem to find anywhere to check the status of this request.

Is this functionality possible?

If not, is it in the backlog?

How can I check the status of the feature request # shown above?