I don't know if it is a bug but itop doesn't send notification if user request state is going into pending. Made new trigger (entering state panding) and action for sending email to caller. Connected those two but its not sending emails, it seems that state is still assigned. This pending email is needed to send email to caller if you write something in log and want caller to see this. Maybe you ask something from user and want them to answer or something like that.
Would be very happy if anyone knows the solution and shares it.
Simon.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Ok, found the reason, the status chances to frozen not pending.
Although i dont know how to notify agent if caller has updated the log data with some more information.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I don't know if it is a bug but itop doesn't send notification if user request state is going into pending. Made new trigger (entering state panding) and action for sending email to caller. Connected those two but its not sending emails, it seems that state is still assigned. This pending email is needed to send email to caller if you write something in log and want caller to see this. Maybe you ask something from user and want them to answer or something like that.
Would be very happy if anyone knows the solution and shares it.
Simon.
Ok, found the reason, the status chances to frozen not pending.
Although i dont know how to notify agent if caller has updated the log data with some more information.