Kiran, You can accomplish all of this with customizations. For the first issue, you can create filter that emails the requester each time an entry is made to the Work Info form.
You can also have email directed to Remedy's incoming mailbox and then set up a series of filters with a staging form to push that data to the appropriate ticket. -Matt Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Wednesday, September 24, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Work Log Update Notification ** Hi all, Incident Management 7.0.03, Patch 07 Can the users or requestors be notified via email, when a work log entry is added to a ticket? Can we configure it in Out of Box I (if so, where can i configure it?) or do we need to customize it? Can the user's email replies be added to a ticket? Please let me know if we can configure it in email engine. -- Regards, Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
