What I think you're asking for is when a Client responds to Email Conversation to have an email sent to the Staff notifying them of this addition? The other scenario would be if a Client adds a note to the ticket in Self Service (new feature to Winter 11).
Either way you can create a workflow rule to manage this. So for example, if you're working on Incidents, the object you would write the workflow rule against would be Incident History. You'd check for a specific action and then you could send an email to the Owner of the record (aka the Staff assigned to the ticket).
thanks for your reply.
No - it's not about mails. Remedyforce sends out emails already when a ticket changes or a client replies. My post was rather about a visible status change in the incident list which is a core functionality for every ticket-system in my opinion.
Anyway - our implementation partner is rather resourceful and is providing a good workaround.
If you could share your workaround I'd appreciate it. We're actually looking for the same thing. Being able to utilize the acknowledge and in process visual buttons in remedyforce
I directly worked with Christian and this is what you are looking for I think http://pdonders.wordpress.com/views-look-and-feel/friendly-helpful-views/
The blue indicator!
Please let me know if that is what you mean. Colour update and we will work it out!
If you go to Application settings in the Remedyforce tab click Status.
In status click for example; " In Progress", next to this in that screen you can set the stage. The 4 fields that you are referring to is "Stage"
Ah thank you so much. This is what we were looking for.