The difference between requestor and ticketing user ticketing notification templates

Hi Monica,

I apologize for the delay, and hopefully I can straighten out when each template type gets used. Both of the use cases you have described will cause the Requestor version of the template to be delivered.

The following users receive Requestor versions of notification templates:

• Ticket Contacts
• Ticket Requestor

Users added to the Notify Other Addresses/Other Email Addresses fields will be treated as contacts for the corresponding email notification template. When some of these users have TDNext access, they will NOT receive the Ticketing User version of the template (even for requestors).

On the other hand, the following users receive Ticketing User versions of email templates:

• Ticket Reviewer
• Responsible for Ticket
• Responsible for Ticket Task

In order for these users to have an association with the ticket, they must have permission to access the ticketing application. This also requires TDNext access, and so we can assume that they are ticketing users.

Although these two templates are supposed to reflect TDNext access, the email system does not dynamically pick a template based on the user's applications. Due to this, users who request a ticket will receive the Requestor version regardless of TDNext access.

I hope this helps to explain how email templates are selected. Please let us know if you would like additional clarification or there's anything else we can do for you.

Sincerely,
Jamey Stock
TeamDynamix

Hi Kimberly,

First, ticketing notification templates are only delivered if the specific action has been taken and the template has been marked as Enabled through the Admin tool. If an action is taken and the template is not marked as enabled, then the default notification will be delivered via email instead of the template.

In addition, the difference between Requestor and Ticketing User is not very intuitive. The Requestor is supposed to represent the case when the ticket requestor does NOT have the ticketing application. Users who request a ticket and have access to the application will be considered a Ticketing User even though they are actually the ticket requestor.

In summary, the requestor is used to designate when the ticket requestor does not have access to the ticketing application. If a ticket requestor has access to the application in question, they will be treated as a ticketing user. Since the original requestor did not have access to the application, all of the email notifications used the requestor template.

I hope this helps to clear everything up! Please let us know if you would like further clarification or there is anything else we can do to help you.

Sincerely,
Jamey Stock
TeamDynamix

I didn't see a confirmation to Kimberly's follow-up question and I need to still fully understand the difference.

To confirm Kimberly's follow-up question is the below correct?

• A user who submits a ticket AND does NOT have TDNext receives the "Ticket Created (Requestor)" notification.
• A user who submits a ticket AND does have TDNext receives the "Ticket Created (Ticketing User)" notification.

Thank you,

Monica

Thanks Jamey.

I'm glad I asked because that's not the way I expected it to work.

Just to make sure I understand then, when the ticket is opened by a client user (someone who doesn't have TDNext access) then every notification sent for that ticket will use the requestor version of the template, not the ticketing user version.  If the ticket is opened by a technician (someone who has TDNext access) then every notification sent for that ticket will use the technician user version of the template.

So it's not looking at the user who is updating the ticket or adding a comment to the ticket or even the users that will be receiving the notifications when it determines which version of the template will be used.

Please let me know if that's correct.

Thank you.