4 Replies Latest reply on Mar 3, 2020 8:06 AM by Elaine Herrmann

    Can the technician be notified when a requester updates a ticket in Self Service?

    Elaine Herrmann
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      We're currently moving from version 11.4 to 2020 Release 1 and I'm working on setting up our business rules. I would like for our technicians to receive an email notification if a requester adds a note to a ticket via Self Service. Does anyone know if that's possible with version 2020? I found a Knowledge Article (article number 000008785) about a Solution to a Product Problem related to this topic, but it doesn't actually offer a solution.

       

      If it's not possible to set up a business rule to accommodate this type of notification, how are other organizations keeping track of end users adding notes to tickets?

       

      Thank you!