Notification through delegated email ticket
3 min
This document allows the implementation of the way of sending email from a delegated ticket, so they will have an email template to send to the technician.
Before getting started
An email template must have been previously registered and, the keys to be used in your body of text, should be the following:
${IDSERVICEREQUEST}
${SERVICENAME}
${REQUESTERNAME}
${DESCRIPTION}Procedure
- Access the functionality through the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose a portfolio and click on "Advance";
- Choose a service and click on "Advance";
- Click on Contracts;
- Select the contract and click on "Advance";
- Click on the tab Requests and click on "Edit";
- Choose the activity;
- In the field Email Template Delegation, choose by the previously registered e-mail template;
- Click on "Save".
- In the parametrization screen, enable the parameters 438 (report email template for delegation) and 439 (option "YES");
- In the group registration screen, in the field "Employees", select the checkbox "Email" for the people that will receive the email of that group.
What to do next
Access a ticket and delegate it.