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    "Send on Save" notification should also go to...
    Idea posted March 12, 2018 by KenExplorer, tagged Agent Desktop 
    140 Views, 4 Comments
    Title:
    "Send on Save" notification should also go to Incident owner
    User Story / Description:

    Today, when another Agent makes an update it only sends the notification to those listed in the “Contacts” tab. As the incident owner, he should receive all notifications by default. Thanks.

    Comment

     

    • Anuj Behl

      Hi Ken,

      Ideally, isn't the 'agent' supposed to be the 'incident owner' himself? An agent should be working on and responding to incidents that are assigned to himself. Correct me if I am missing some details here.

      -Anuj

    • Ken

      Hi Anuj,

      Thanks for your input and the "agent" here refers to another engineer who has access to this incident.

      For example, I am the ticket owner, but the customer called in for escalation or something, and the call was picked up by another colleague in my team when I am not convenient to answer the call, then my colleague will need to summarize the call info and the communication details in the incident and send to customer, but in this case, I (being the ticket owner) won't receive any notification and I won't be able to know the call unless my colleague informs me or I open the incident to review history, so I am proposing to have ticket owner being notified automatically as long as there is Response sent to customer.

      Of course, there are also some other scenarios, but just an example above to try to explain myself.

      Thank you.

      Ken

    • Anuj Behl

      Thanks for the explanation, Ken. I think the agent picking up the call should assign the incident to himself and then work on it.

      Anyway, this is somewhat already possible using business rules. You can create a business rule on incident where you can set a condition for response sent and then send the incident details to the assignee (incident owner). Can you confirm if this solves your case?

      -Anuj

    • Ken

      Thanks Anuj, I will test and report back if I have further questions.

      Thanks again.

      Ken