You can configure the Tickets web module to automatically send email notifications for three different events:
New Ticket Notification
Incoming Email - Notify Assigned To
Reassignment
In all cases, the email is sent to the email address associated with the Assigned to group or user.
User: the email address from their profile in SaaS Security
Group: the email address from the IDI platform group (Admin Console)
Notifications are fired by Workflow triggers. Workflow users can edit the delivered triggers, or create similar ones to customize notifications.
Setup
Setup for Email Notification is via Tickets Settings. See Tickets Settings for Email.
New Ticket Notification
When a ticket is created and the New Ticket Notification option is configured, a system-generated email is sent to the assigned user. This provides a basic email and does not integrate with a template. It contains the Ticket number, title, description and a link to the Ticket.
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The Subject and Body of the email notification, and the conditions for when it is sent are defined on the Workflow trigger: |System Email On Assignment| Ticket Assigned Email Handler
Reassignment Notification
There are two different options for notifying users when a Ticket is reassigned to them. Only one option can be selected for the environment:
Automatically Send Email uses a Workflow trigger to send an email behind the scenes. This provides a basic email and does not integrate with a template. It contains the Ticket number, title, description and a link to the Ticket.
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The Subject and Body of the email notification, and the conditions for when it is sent are defined on the Workflow trigger: |System Email On Reassign| Ticket Reassigned Send Email Generated Handler
Prompt for Email prompts users to send an email. This opens an email dialog when a Ticket is reassigned. Users can edit and send the email, or simply cancel and not send a notification.
This option can be configured with or without a template. It is recommended to use a template to auto-populate the email with basic information from the Ticket. If no template is used, the To email address is populated, but the subject and body of the email are blank.
Note
When a user reassigns a Ticket to themselves, they will not be prompted to send an email.
Notification on Incoming Emails
When an incoming email is received for a Ticket and Notify Assigned To is configured, the email will be forwarded to the assigned user.
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This is done by the Workflow trigger:
|System Notify Assigned To On Incoming Email| Notify Assigned To Email Handler
The email will have a link to the Ticket’s Communication page with the thread open. The email will contain the entire message from the user, with the exception of attachments. Attachments may viewed on the Ticket.