Ticket Notification Matrix




Notifications

Actions - (Customer is defined with email address)

Assigned Techs

Customer




Ticket is created - customer defined with email

X

X

Private Comment is entered through Site Manager by Tech

X


Public Comment is entered through Site Manager by Tech

X

X

Comment is entered by customer through self service portal

X

X

Comment is entered by customer through self service app

X

X

Ticket is saved with no changes made in ticket details or comments



Ticket details are changed and saved

X

X

Ticket is closed by customer in self service  portal

X

X

Ticket is closed by customer in self service  apps

X

X

Ticket is closed by tech in Site Manager

X

X





Notifications

Actions - (Customer is defined but does not have email address)

Assigned Techs

Customer

Ticket is Created -  Customer defined but no email

X


Private Comment is entered through Site Manager by Tech

X


Public Comment is entered through Site Manager by Tech

X


Comment is entered by customer through self service portal

X


Comment is entered by customer through self service app

X


Ticket is saved with no changes made in ticket details or comments



Ticket details are changed and saved

X


Ticket is closed by customer in self service  portal

X


Ticket is closed by customer in self service  apps

X


Ticket is closed by tech in Site Manager

X









Notifications

Actions - (No Customer is defined)

Assigned Techs

Customer

Ticket is Created - no customer defined

X


Private Comment is entered through Site Manager by Tech

X


Public Comment is entered through Site Manager by Tech

X


Ticket is saved with no changes made in ticket details or comments



Ticket details are changed and saved

X


Ticket is closed by tech in Site Manager

X