What happened to the notice to requesters at ticket assignme
In 5500, there is no longer an announcement that specifically is sent out when a ticket is assigned to a technician.
During a webex session with adventnet, I covered this.
However, a technician being assigned is considered an UPDATE, and there is a triggering notification for that.
But, the message for an update is generically worded for an update - ie. Your ticket ##1234## has been updated, please see this link for further details, etc.
Since we don't send mail upon receipt of the ticket (due to the spam that comes in), our first notice to individuals is when a ticket is assigned to a technician. We like to tailor our message to them - ie. Your ticket regarding (subject inserted) has been assigned to (technician name).
Anyway, if that could be returned, that would be great. As long as the assignment of a tech doesn't also trigger an update mail notification as well.... That would include being assigned from one technician to another. (Yes, it would send a notice of the reassignment, NO, it would not also send an update notification.)
Justin
During a webex session with adventnet, I covered this.
However, a technician being assigned is considered an UPDATE, and there is a triggering notification for that.
But, the message for an update is generically worded for an update - ie. Your ticket ##1234## has been updated, please see this link for further details, etc.
Since we don't send mail upon receipt of the ticket (due to the spam that comes in), our first notice to individuals is when a ticket is assigned to a technician. We like to tailor our message to them - ie. Your ticket regarding (subject inserted) has been assigned to (technician name).
Anyway, if that could be returned, that would be great. As long as the assignment of a tech doesn't also trigger an update mail notification as well.... That would include being assigned from one technician to another. (Yes, it would send a notice of the reassignment, NO, it would not also send an update notification.)
Justin
