I am currently using 7.1 for windows in our environment and also li'l bit new to the tool .
We have a status called 'Pending Customer' , now , customer wants a notification which should be sent to the corresponding user stating that 'Your ticket has been actioned , we will close the same in three working days . If you need further assistance , revert back .'
Could you please let me know how could I configure the same ?
This msg. Should be sent to the user right after the status is changed to ''Pending Customer'' by the engineer .
Is there any way to restrict this functionality to a particular group ? like ,
If I want to enable this feature only to the Windows / unix team ?
I have the same issue and believe that the solution is just here, but I´m complete new on SM. My sistem is sending mails already when the SD are assigned to a users and when they are escalated. Now there is a new need:
- Send e-mail notification to SD user who escalated the SD to the IM or to user who opened the Interaction.
I´m running a SM 9.41.
Please check my screenshot in order to help me what fields I must edit here, I can´t understand this.
Assuming you want to send them the exact same message you send to contact.name when the IM is closed, then on the first blank line at the bottom, copy all of the field values from the last line except for Recipients, which you shoudl change to "requested.by in $L.file".
You will also need to create a new line on the Email/Mail Subject Line tab, and copy all of the values from the last line.
which last line should i copy to the Email/Mail Subject. Please check the screenshot to see how my Email/Mail Subject looks like and please can you confirm if the line on the MESSAGE tab must be like this (screenshot).