Crow Canyon applications send email notifications during the processing of Tickets. Below are the predefined notifications:
•Notification on Ticket Creation - When a new Ticket is created in the system, Ticket creator and staff can be notified. This is for Tickets created via Email, Portal or directly in application
•Notification on Ticket Assignment - When Ticket is assigned to a staff, either directly or through one of the automated assignment processes
•Notification on Ticket Resolution - When Ticket is resolved.
•Notification on Ticket Reactivation - When Ticket is reactivated. This occurs when an end user responds via email to a ticket that was marked as "Resolved"
•Notification on Incoming Email - When user sends an email about an existing Ticket
•Notification on Ticket Completion - When Ticket is completed
These notifications are configured in below lists. For each stage, you can specify who should be notified and what should be the content of the email. Email content can contain HTML and Ticket information can be included by using column placeholders with format <Column Name>.
Note: If you need notifications for stages other than these predefined ones, use NITRO Studio Workflows.
