Overview
Notification Templates can be configured for each Ticketing Application so that email notifications for specific ticketing actions can be customized. However, each action's template has both Requestor and Ticketing User versions of the same template. This article describes how the system chooses which version of the template to send to each user.
Ticketing User and Requestor Notification Templates
The user will receive the Ticketing User template if one of the following is true:
- They are the Ticket Reviewer.
- They are the Responsible resource for the ticket.
- They are the Responsible resource for a ticket task on the ticket.
- (11.0+) They are the Creator, Requestor, or a Contact on the ticket AND they have access to the ticketing application.
Otherwise, the user will receive the Requestor template. This will apply when:
- They do not have access to the ticketing application AND they are the Creator, Requestor, or a Contact on the ticket.
- The user is notified via the Notify Other People or Notify Other Email Addresses fields.
Update Notification Templates
The Update notification templates are used only specific criteria are met within the TeamDynamix system.
- An issue update refers to a change in an issue's status, e.g., New to In Process.
- A project update refers to a change in the project's, health, overall % complete, or status.
- A risk update refers to a change in an risk's status, e.g., New to In Process.
- A project task update refers to a change in an task's % complete, e.g., 0% to 20%.
- A ticket update refers to a change in the ticket's status, e.g., New to In Process.
- A ticket task update would include a change to the task's overall % complete, e.g., 0% to 20%.