2 Replies Latest reply on Oct 30, 2019 5:50 PM by Ken Croft

    Attachments on notifications sent by Track-It! 2018

    Bruno de Oliveira
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      Is there a way we can configure the business rules to attachments on tickets notifications?

       

      See some examples:

       

      Example 1: An user sends an email message to our help desk support team email address with a file attached.  Track-It! 2018 processes the email message and create a ticket and then send a notification to the assigned technician with some selected fields and, in addition, send the attachment contained now in the ticket.

       

      Example 2: A ticket is already created.  The technician responsible for that ticket decides that it must be a change management request.  The technician attaches a document to the ticket and changes a field that triggers a change management policy.  We would like that the change management request notification (approvals) goes with the attachment to the approvers.

       

      Thanks

      Bruno