Automatically Notify Ticket Contacts
Good morning,
I'd like to find out if there's any way to have a ticket automatically add its Contact(s) (i.e. anyone in the People tab) when adding a Comment without using a global setting, or to pull a Contact into a workflow's Notification step. I don't believe these are possible based on some testing and searching, but I might be missing something. I know there's an "Add Group" button when using the Update action on a ticket that might be the end result, but I'm looking at the Comment field and Notification workflow step for now.
I know that there is a global setting to, "Notify all by default on ticket updates," but that's a bit too far for what we're looking for. If there's a similar setting similar to that global one that a technician could enable within an individual ticket, that would probably be the ideal. Alternatively, if there's a way to enable something like that on a particular service or form, that might work as well.
Another option I thought of was to use a workflow's Notification step, but it doesn't appear that there's an option of "Contact" (or anything similar) in a Notification step's "Recipient's Role(s)" field - which is where I'd expect it'd be listed if it existed. I have a feeling this doesn't exist because the Contact(s) on a ticket could be fairly dynamic (i.e. there could be none, or there could be 100 Contacts).
Barring any of those possibilities, the only other option I can think of is to create a custom attribute on a form, and have the technician enter a person or email address into that attribute when working the ticket. Then pull that custom attribute into the workflow's notification step. The concern there is, if the custom attribute contains a manually-typed email address (i.e. one that's NOT associated with a "User" record in TDX), I'm not sure if the Notification step could process that (I'll test more).
Any input is appreciated.
Thank you.
Nate
Answer (1)
Hello Nate,
For the Comment field and the Notification workflow step specifically there is not a way to achieve what is being asked for currently.
It would make a great enhancement idea though.
Sincerely,
Mark Sayers
Sr Support Consultant, CS