Are you asking about ticket on customer side (service request), or something internal (eg. incident)?
Let's assume that customer submits service request and its fulfillment process is handled by incident management -- if you'd like to avoid customization, you could create an additional incident for each follower (which may also create a service request for them), relate it to original incident and have some information shared between all of them.
Alternatively, you could add (group) notifications to followers at any stage of fulfillment process, but you'd need to add workflow to send them (which isn't too complicated), as well as some workflow to keep address list current (which might take a bit more work, even if you use RBE to simplify handling removals at follower's request).
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I don't know if you use SmartIT, but that capability is built into it.
Unfortunately, collaboration was announced as one of new features of Remedy version 1902, so not all versions of SmartIT support it.
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This is rad. I like seeing people still making creative extensions
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As LJ mentioned we have this feature in Smart IT.
Below are the backend forms where we have the followed ticket data:
SMT:Social_FollowConfig - This is for the following tickets, storing updates like work-infos of particular ticket. Based on the date field "Last Worklog Update" the latest updates are picked in chunks.
SMT:Social_Events - The records are getting saved based on different 18 Work Log Type like relation, outage, ownership chane etc.