Difference between revisions of "Ticket Notifications"

Revision as of 13:00, 23 March 2016

Actions affecting support tickets will trigger email notifications.

The following matrix defines who will be notified for each action.

Action	Ticket Watchers	Department Members	Assigned User
Ticket Opened	X	X
Client Reply	X	X
Admin Reply	X
Admin Note	X
Change of Ticket Options	X
Change of Ticket Department	X	X
Ticket Assigned	X		X
Ticket Unassigned	X		X

Ticket Watchers - Any admin user who has elected to watch a ticket via the admin interface
Department Members - Any admin user who has elected to receive ticket notifications for a given Support Ticket department
Assigned User - Any admin user a ticket is assigned or unassigned from

@@ Line 1: / Line 1: @@
-Updates to tickets trigger email notifications. The following matrix defines who will be notified for each action.
+Actions affecting support tickets will trigger email notifications.
+The following matrix defines who will be notified for each action.
 <table class="table table-bordered">
-<tr><th>Action</th><th>Ticket Watchers</th><th>Department Members</th><th>Individual Affected</th></tr>
+<tr><th>Action</th><th>Ticket Watchers</th><th>Department Members</th><th>Assigned User</th></tr>
 <tr><td>Ticket Opened</td><td>X</td><td>X</td><td></td></tr>
 <tr><td>Client Reply</td><td>X</td><td>X</td><td></td></tr>
@@ Line 17: / Line 19: @@
 * '''Ticket Watchers''' - Any admin user who has elected to watch a ticket via the admin interface
 * '''Department Members''' - Any admin user who has elected to receive ticket notifications for a given Support Ticket department
-* '''Individual Affected''' - Any admin user a ticket is assigned or unassigned from
+* '''Assigned User''' - Any admin user a ticket is assigned or unassigned from