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    Notify technician when incident is updated via email

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      Issue/question: is there a way to notify the technician that the Incident History was updated via a reply from the customer?

       

      Here is the scenario:

      1. Incident is opened and received by technician

      2. Technician send email from the incident to caller

      3. Customer replies to email

      4. Content of customer's email shows up in the Incident History

       

      I would like to send a notification to the assigned technician that the case was updated.

       

      Thanks,

      Rich

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