Implement the way of sending email to reclassified ticket
2 min
This document allows to implement the way of sending e-mails to reclassified ticket, thus the reclassified tickets will have an own template of email to be sent to the requester. Therefore, the reclassification can be done in the portfolio and not only in the flow. In the portfolio is informed the reclassification e-mail template of an incident or request.
Before getting started
It's necessary to have registered the reclassification email template and have to be of type incident or request.
Procedure
- Access the functionality through the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose the portfolio and click on "Advance";
- Choose the service and click on "Advance";
- Click on the tab Contracts;
- Choose the contract and click on "Advance";
- Choose the tab Requests or Incidents;
- Choose the activity and click on "Edit";
- In the field Template of Email Reclassification, choose the template previously registered;
- Click on "Save".
What to do next
Access the ticket you want and make the reclassification.