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Affected user notification when analyst add comment by email RRS feed

  • Question

  • Hello guys.

    I've configured notification to affected user when analyst adds comment to SR (if comments is not marked as Private), and it works when you add comments in the console, but not with Exchange Connector.

    Is it possible to configure notification when analyst add comments to SR with mail message?

    One more thing, if i've removed condition from the subscription:

    [Trouble ticket Analyst Comments]is private - equal - False or true (no metter) - notifications work!

    If this condition exist (true or false - no difference) - notification not work with email, works only when comments added through console. And in the console analyst's comments looks strange: they're not true nor false but something middle.

    Comments with lock added from console, others though email


    • Edited by Nikolas Page Thursday, August 18, 2016 10:05 AM add picture
    Thursday, August 18, 2016 10:03 AM

All replies

  • Hi Nikolas,

    Exchange connector doesn't set the private flag for the analyst's comments. You could evaluate our solution that gives some options the comments by email including the ability to mark comments as private using a specific keyword.


    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    Tuesday, August 23, 2016 4:30 PM