Questions

requestor Clear Tag Filter

Alternate ID

Hi! Does anyone know if I can get the "Alternate ID" to show up below side the Organization ID field in the upper right hand side of tickets?
1 Answer
Michael Rodriguez Last activity on 1/30/2024 2:41:34 PM by Mark Sayers

Automatically Notifying a Requestor that a Ticket is On Hold (Awaiting their input)

When we put a ticket on hold awaiting customer/requestor input, can the requestor be notified automatically at certain intervals that the ticket is on hold awaiting their input/response? We are considering creating a new "hold" status of "Waitin...
1 Answer
Greg Dec Last activity on 8/16/2023 8:32:05 AM by David Tod

Automation Rule to Set Requestor

Good morning:
I wanted to ask if there is a way to use automation rules to set a requestor for specific services or forms if the requestor is not set? I see that there is a filter that can fit these criteria in Automation Rules, but there doe...
1 Answer
Anderson Hanchett Last activity on 3/14/2023 2:31:44 PM by Mark Sayers

Changing the requestor when they leave organization

Is there any way that someone has found, to easily change the requestor on a large number of tickets, if that person leaves the organization, and a new person should be considered the requestor?
1 Answer
Bill Harlan Last activity on 7/18/2022 4:36:59 PM by Mark Sayers

Set the requestor to an email address

Maybe I'm going down the wrong path:
When an email comes in from an outside address (parent, vendor, etc), the 'Requestor' on the new ticket from the email monitor is set to that address. It doesn't create a user (that I can see), but we c...
1 Answer
John Shearer Last activity on 7/13/2022 10:05:06 AM by Mark Sayers

Ticket Import and Requestor / Responsible User email address

The Ticket Import help says, "... Requestor and Responsible User must be entered in the format " Name < Email >"...". Is this the Alert/Notification Email? It seems to be so, but did it change at some point from being...
1 Answer
David Durling Last activity on 10/22/2020 12:46:57 PM by Mark Sayers

Requestor Manager TYpes

On the new approver roles in a workflow, where do we set the Requestor's Manager, Requestor's Resource Pool Primary Manager and Requestor's Primary Group Manager?
We have a few forms we would like to automate a little more and since we can't ...
1 Answer
Denise Nelson Last activity on 11/14/2018 8:17:58 AM by William Cochran

Technician reply to ticket assigment message doesn't email Requestor, but only Creator & Resp Group

If a technician replies to a ticket assignment email, should it send an email to the Requestor? I thought it did, but maybe that's because usually the Requestor and Creator are the same. When the Requestor & Creator are different because so...
1 Answer
David Durling Last activity on 11/3/2017 1:34:52 PM by William Cochran

New Application does not automatically notify requestor

We created a new app. However, the box for notify requestor is not checked by default as with our other application. All of the notification templates are enabled.
1 Answer
Mark Sayers Last activity on 8/9/2017 12:03:15 PM by Mark Sayers

The difference between requestor and ticketing user ticketing notification templates

Could someone tell me what the difference is between the requestor and the ticketing user ticketing notification templates is? I'm trying to find out when one would be sent versus another? My original interpretation was that the requestor notif...
4 Answers
Kimberly Lawrence Last activity on 2/15/2016 9:49:53 AM by Jamey Stock