It seems like there used to be one that notified you when a customer updated the ticket, but my memory wants to date that as pre v7.x.
What needs to be out-of-the-box, configurable with an on/off toggle, defaulted to "off": 1. Process inbound email, match it up with an existing ticket (<= Resolved), and create a worklog entry (for Incident or Change) IF the "from" address matches a CTM:People email address. 2. Notify the assignee or group that anyone other than the assignee added a work-info, regardless of how the update came in (email, SR, another staffer on the ticket). I know it's easy enough to do either. They seem like obvious functionality that screams to be done, to where I wonder why BMC hasn't done this yet *AND* it would keep me from modifying BMC forms, adding mods that each client will have to be mindful of with each patch or upgrade. So... Please? Thanks, JDHood On Thu, Apr 21, 2011 at 12:48 PM, Guillaume Rheault <guilla...@dcshq.com>wrote: > There is no such thing... > > Guillaume > ________________________________________ > From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] > on behalf of Martinez, Marcelo A [marc...@cpchem.com] > Sent: Thursday, April 14, 2011 12:11 PM > To: arslist@ARSLIST.ORG > Subject: notification on work info update > > ITSM 7.0.03 > > Isn't there a OOB notification that goes out to the assignee when another > person updates the work info of an incident? Thought I saw this somewhere > --- > > Marcelo > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
