Ticket Notifications
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Ticket Notification Matrix |
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Notifications |
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Actions - (Customer is defined with email address) |
Assigned Techs |
Customer |
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Ticket is created - customer defined with email |
X |
X |
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Private Comment is entered through Site Manager by Tech |
X |
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Public Comment is entered through Site Manager by Tech |
X |
X |
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Comment is entered by customer through self service portal |
X |
X |
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Comment is entered by customer through self service app |
X |
X |
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Ticket is saved with no changes made in ticket details or comments |
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Ticket details are changed and saved |
X |
X |
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Ticket is closed by customer in self service portal |
X |
X |
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Ticket is closed by customer in self service apps |
X |
X |
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Ticket is closed by tech in Site Manager |
X |
X |
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Notifications |
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Actions - (Customer is defined but does not have email address) |
Assigned Techs |
Customer |
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Ticket is Created - Customer defined but no email |
X |
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Private Comment is entered through Site Manager by Tech |
X |
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Public Comment is entered through Site Manager by Tech |
X |
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Comment is entered by customer through self service portal |
X |
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Comment is entered by customer through self service app |
X |
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Ticket is saved with no changes made in ticket details or comments |
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Ticket details are changed and saved |
X |
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Ticket is closed by customer in self service portal |
X |
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Ticket is closed by customer in self service apps |
X |
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Ticket is closed by tech in Site Manager |
X |
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Notifications |
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Actions - (No Customer is defined) |
Assigned Techs |
Customer |
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Ticket is Created - no customer defined |
X |
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Private Comment is entered through Site Manager by Tech |
X |
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Public Comment is entered through Site Manager by Tech |
X |
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Ticket is saved with no changes made in ticket details or comments |
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Ticket details are changed and saved |
X |
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Ticket is closed by tech in Site Manager |
X |
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