Hello, first let me express great gratitude for this software. You have made my life a lot easier with it.
Now let me explain my problem.
Here is how my ticket system works;
• When a client creates a ticket – helpdesk recieves a notification mail.
• When helpdesk closed (resolves) the ticket – the client recieves an e-mail.
• When a user adds info to portal – Helpdesk recieves an e-mail.
What i cannot figure out is how to make a client recieve a notification e-mail, when helpdesk (administrative profile) edits a ticket- adds information to publick log.
The state of the ticket does not change, so i can´t trigger the mail notification.
Can you help me?
I need it because when users add a ticket and i ask ask for extra information, or to try something – i would like them to get notified.
Anton
Last edit: Anton Šperov 2014-09-04
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Hello, first let me express great gratitude for this software. You have made my life a lot easier with it.
Now let me explain my problem.
Here is how my ticket system works;
• When a client creates a ticket – helpdesk recieves a notification mail.
• When helpdesk closed (resolves) the ticket – the client recieves an e-mail.
• When a user adds info to portal – Helpdesk recieves an e-mail.
What i cannot figure out is how to make a client recieve a notification e-mail, when helpdesk (administrative profile) edits a ticket- adds information to publick log.
The state of the ticket does not change, so i can´t trigger the mail notification.
Can you help me?
I need it because when users add a ticket and i ask ask for extra information, or to try something – i would like them to get notified.
Anton
Last edit: Anton Šperov 2014-09-04
Try the user manual for User notifications and pay attention to public_log updated notifications.