Notification through delegated E-mail Ticket
This document allows implementing the way of sending e-mail from a delegated ticket, so the delegated tickets will have an email template to send to the technician.
Before getting started
An e-mail template must have been registered previously; and
The keys to using in the body of your 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 Requests tab and click on "Edit";
- Choose the activity;
- In the field E-mail Template Delegation, choose by the previously registered e-mail template;
- Click on "Save".
- In the parametrization screen, enable the parameters 438 (inform the e-mail template for delegation) and 439 (option "YES");
- In the group registration screen, in the "Employees" field, select the checkbox "E-mail" for the people that will receive the e-mail of that group.