More info required on Notification Rules

More info required on Notification Rules

Notification rules in 8121

Hi,

I have some question re notification rules:

Q1. I understand what a technician is, and obviously a user, and the admin, but who is the "editor"?

Q2. Can someone elaborate on these notifications please, and are these templates listed in some documentation or are we to just expected to know what they translate to? I'm especially intrigued about the "waiting for an update" element in these notifications. - are there associated timers in SD+?

Notifications:

·         Notify editor when a request is waiting for update

·         Notify requester when a request is waiting for update by editor

·         Notify requester when a request is updated by editor

·         Notify requester when intermediate editor is changed by technician

·         Notify old editor when he is removed from the responsibility

·         Notify new editor when a request is waiting for update
 
Q3. Is there a way of notifying the requester when a technician Picks up a call? I don;t want to bombard the requester with every single change within a request.
Thanks,
 
John

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