I have setup the notification engine, so when a user request is assigned to an agent, the caller has received a relevant mail. This is happening because of the Trigger (on entering a state) = assigned.
Suppose that a request enters in pending status. I have the option to send a notification to the caller using the Trigger (on entering a state) = pending, but this is just optional. When the request stops being pending, the status returns to assigned and again a mail is sent to the caller. So the caller has received two identical emails and my callers are not happy with that!
Any ideas?
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I don't understand the problem here. Just make sure that the email sent for entering assigned state is different with the one sent for entering the pending state...
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In the 'Action' i changed the recipient of the email (fields TO or CC) to the following query:
SELECT Contact WHERE email = 'my.email@demo.com'.(This is possible only for the single mail)
but i want it in auto response form , when a customer creates a ticket from portal user.
particular cuatomer should get mail in autoresponse form .
Example . This is an Autogenerate mail .
is it possible in iTOP?
if its posiible please help me
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yes George , i used trigger on object creation only . but is there is any way mail should sent to the caller , when he creates a ticket through Portal_User.
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Hi all,
I have setup the notification engine, so when a user request is assigned to an agent, the caller has received a relevant mail. This is happening because of the Trigger (on entering a state) = assigned.
Suppose that a request enters in pending status. I have the option to send a notification to the caller using the Trigger (on entering a state) = pending, but this is just optional. When the request stops being pending, the status returns to assigned and again a mail is sent to the caller. So the caller has received two identical emails and my callers are not happy with that!
Any ideas?
Hello ,
will u please share the setup , when a user request is assigned to an agent, how the caller receives a relevant mail.
I don't understand the problem here. Just make sure that the email sent for entering assigned state is different with the one sent for entering the pending state...
Dear Fabien, I will try to explain the issue in details.
1)When assigned, the mail is "Your request has been assigned to ...".
2)When pending, the mail is "Your request is pendind, for pending reason ..."
Now starts the problem, because if the state changes from pending to assign the 1) happens again
What I actually need is a more intelligent entering into a state. For the reality of my users, New->Assigned is different than Pending->Assinged.
Pranali, great example here https://wiki.openitop.org/doku.php?id=2_0_2:admin:notifications-step-by-step
Thanks For reply George ,
I configured the same way .
To send an email , i configured like below
In the 'Action' i changed the recipient of the email (fields TO or CC) to the following query:
SELECT Contact WHERE email = 'my.email@demo.com'.(This is possible only for the single mail)
but i want it in auto response form , when a customer creates a ticket from portal user.
particular cuatomer should get mail in autoresponse form .
Example . This is an Autogenerate mail .
is it possible in iTOP?
if its posiible please help me
Dear Pranali, i believe you need to use the trigger "on object creation"...
yes George , i used trigger on object creation only . but is there is any way mail should sent to the caller , when he creates a ticket through Portal_User.
Or you can just use the LeavingState option for trigger to notify the caller, that his ticket has changed from pending state to the new state.