Notifications for replies to ticket creation email

I've read the KB article here: https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4124 but I'm still a bit confused. 

For example, on ticket 2124175:

1. The email service created the ticket and a notification was sent to the correct users: the requestor, reviewer (Jackson Potter), and 2 other addresses
2. The ticket type and responsibility were changed by a technician from "Uncategorized" to "Website issue" and "IT: Tech Desk" to "IT: Web Development"
3. The requestor replied to the ticket creation notification email and a notification was sent to these users: ticket creator (the email service) and 3 other users (Jackson Potter, Andre Dubois, Rich Nicolas - the members of the default responsible group (IT: Tech Desk) of the "Uncategorized" type.)

What I expected to happen:
A notification was sent to the ticket creator (the email service), and the currently responsible group (IT: Web Development) or the reviewer (Hermese Velasquez) of the current ticket type.

Can you help clarify?

Tags notification notifications reply-by-email ticket
Asked by Jackson Potter on Thu 10/6/16 2:25 PM Last edited Thu 10/6/16 2:28 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 10/6/16 2:36 PM

Hi Jackson,

I have updated the article you referred to, because the behavior you describe is what we currently expect the notification system to do, and I will explain why.

Basically, when an email is sent out to the requestor upon ticket creation, all of the current settings for the ticket are captured in the email reply token placed at the bottom of the email. Thus, even if the ticket's Type and responsible user/group information are changed before the requestor would reply to that email, it would not alter who receives their reply notification.

Now, if someone adds an update to the ticket now that the Type and Responsible info has been changed, and notifies the requestor, their response to that would go to the group currently assigned as responsible.

Hopefully that all makes some sense. If you have any further questions please let me know

Sincerely,
Mark Sayers
TeamDynamix

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