Can tickets by default notify the requester when they are closed?
We've had some issues with users forgetting to include the requestor when closing an incident. Is there a way to have the requestor included by default when closing a ticket so they get the notification?
Answers (4)
Hi Annie,
At this time there is no way to automatically select notifications be sent out when updating, commenting, or closing a ticket. There have been requests for this in the past, though, and if you'd like to submit an enhancement request personally, I will make sure yours gets grouped under the existing requests.
To enter an enhancement request go to our Client Portal Home page, click the "Request a feature" button, complete the form, and submit it.
Please let me know if you have any further questions about this.
Sincerely,
Mark Sayers
TeamDynamix
I also think some way to control this behavior would be great.
Hi Kristi,
Thank you for your question. No, this feature has not currently been added to allow automatic notification of the requestor when their ticket is closed. If you'd like to lend your "voice" to this enhancement, go ahead and use the "Submit a Product Idea" button to create an enhancement ticket that can be grouped under the existing request.
Let me know if you have any questions about this.
Sincerely,
Mark Sayers
TD Support
Mark,
Has there been any update on this? ISU would be in support of this enhancement, as we are seeing many requestors not getting notification when their ticket is closed.
Thanks!
Kristi