Implementing the way of sending E-mail to Reclassified Ticket
This document allows implementing the way of sending e-mails to the reclassified ticket. Thus the reclassified tickets will have their own template of e-mail to be sent to the requester.
Therefore, the reclassification can be done in the portfolio and not only in the flow.
The reclassification e-mail template of an incident or request is informed in the portfolio.
Before getting started
It is necessary to have registered the reclassification e-mail 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 "Template of E-mail Reclassification" field, choose the previously registered template ;
- Click on "Save".
What to do next
Access the ticket you want and make the reclassification.