SD+: Suggestion - Notification improvements
Having gone "live" recently, and having been affected by the changes in notifications lately, I'd like to make some suggestions for improvements.
1. The volume of notifications can get very high for some tickets, particularly if there's a lot of people with their fingers in the ticket, or mail going back and forth between the requester and technician (or other parties as well). We've had some customers complain that the volume is too high. (not for all people, or all tickets).
Suggested solution(s):
a. Separate back out (it was combined for the 550x release) the assignment of a request to a technician from the UPDATE notifications.
b. Allow each individual the ability to edit THEIR desire for update notifications. I don't know whether to suggest doing this on a per-ticket basis, or on a per-user basis. I lean towards a per-user preference. Some people just don't WANT notifications, except maybe when it's closed. They really don't care about the internal goings-on of the ticket handling/updates.
2. Uh, see 1a above.
3. That would be 1b above. :-)
Justin
1. The volume of notifications can get very high for some tickets, particularly if there's a lot of people with their fingers in the ticket, or mail going back and forth between the requester and technician (or other parties as well). We've had some customers complain that the volume is too high. (not for all people, or all tickets).
Suggested solution(s):
a. Separate back out (it was combined for the 550x release) the assignment of a request to a technician from the UPDATE notifications.
b. Allow each individual the ability to edit THEIR desire for update notifications. I don't know whether to suggest doing this on a per-ticket basis, or on a per-user basis. I lean towards a per-user preference. Some people just don't WANT notifications, except maybe when it's closed. They really don't care about the internal goings-on of the ticket handling/updates.
2. Uh, see 1a above.
3. That would be 1b above. :-)
Justin
