Notifications work really nicely in iTop. The states seem to be working well.
There are triggers for updates from portal, but is there anyway, for me to create a trigger that would be executed if ticket has been updated from the back-end UI? As Service Desk can update the public log, which would be important to get contacts and caller to be notified for.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hi,
Notifications work really nicely in iTop. The states seem to be working well.
There are triggers for updates from portal, but is there anyway, for me to create a trigger that would be executed if ticket has been updated from the back-end UI? As Service Desk can update the public log, which would be important to get contacts and caller to be notified for.
Hi,
you can install the following extension:
https://wiki.openitop.org/doku.php?id=extensions:email_reply
I think this is what you are searching for.
(Maybe the precanned replies extension is also interesting for you https://wiki.openitop.org/doku.php?id=extensions:precanned-replies-pro)