Notification on New Ticket Creation

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Notification on New Ticket Creation

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When a New ticket is created, the notifications are sent based on these settings.

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Title – do not change

Notify Requester – Yes/No as to whether to send an Auto-Reply to the person requesting the ticket 

Notify Ticket Creator - In some cases, the Creator of a ticket is different from the Requester. Yes/No as to whether to send an Auto-Reply to the person creating the ticket if it is a different person than the Requester.

Requester Mail Subject - Sets the subject of the notification email which goes to the Requester and the Creator

Requester Mail Body - Sets the body of the notification email which goes to the Requester and the Creator

Notify Staff – A person or group that will be notified for all incoming tickets, regardless of Category, Issue Type, or any other condition.

Notify Additional Contact – if “Additional Contact” is filled in on the new ticket, this is Yes/No as to whether to send the email to that contact also.

Staff Mail Subject – Sets the subject of the notification email which goes to the person or group in “Notify Staff”

Staff Mail Body – Sets the body of the notification email which goes to the person or group in “Notify Staff”

Include Link – Sets who will receive a link to the ticket in the notification email

Mobile URL – Defines the link to the mobile version of the new ticket.

URL Zone - Sets the zone that the link is associated with

From Address - Sets the “From Address” that the recipient will see on the email. By default this is a Person or Group column. If you wish to use a “From Address” that does not exist in Active Directory, see the section on altering the From Address.

Note: The formatting of the Subject and Body are in HTML, with fields from the new ticket entered as <<field name>>, such as <<Title>> for the Mail Subject.