Configuring Messaging within CITSmart
CITSmart provides a communication channel between the requester (Smart Portal) and the technician (service/ticket request area) through message (e-mail).
This communication aims to facilitate the resolution of a ticket. This knowledge gathers information pertinent to the configuration of the messaging service.
Before getting started
It is necessary to configure the e-mail account (SMTP) beforehand (check the related item).
Procedure
- In order for the messaging service to be available within CITSmart, it is necessary to configure the parameter 417 with the ID number of the e-mail template that has some variables to be sent to the messaging;
- Below are the keys for sending an e-mail:
- ${IDSERVICEREQUEST} - Number of the ticket (public key);
- ${COMMENTTEXT} - Description of the comment made on the messaging;
- ${DATETIMECREATED} - Date the comment was registered;
- ${USERNAME} - Name of the user that made the comment;
- ${REQUESTERNAME} - Name of the requester;
- ${REQUESTRESPONSIBLENAME} - Name of the technician responsible for the ticket attendance.