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I’m observing the following:

When the request user replies to an email notification and adds some information, the associated ticket is updated with a new note and an email notification is sent out to the assigned admin. The status will be updated to “user responded”. 

 

When the admin replies to an email notification and adds a note, nothing is sent to the request user, even though the option to notify a request user when “notes are added” is clearly checked.  

 

How can I ensure that an email notification is sent to the request user when the ticket is updated with a new note?  I need the notification to happen every time a new note is added to the ticket.  

 

Thanks for any assistance. 

 

...Brad

Hi @bmelendy 

To ensure that users receive notifications when notes are added, you will need to configure the notification settings.

Please navigate to SysAid Settings > Service Desk > General > Request User and expand the relevant section. Here, ensure that the option "Notes are added" is checked. For additional details, please refer to the documentation https://documentation.sysaid.com/docs/general.

Additionally, could you provide further information regarding the email address configured for integration? Is it an internal email address?

And are notification only not being sent when notes are added or when other actions are also been made on the ticket?

For the an effective resolution, we recommend raising a support case at helpdesk.sysaid.com.

 

Thank you for your reply.  I did open a ticket so am working that angle as well.  But I can add that:

  1. All the settings are correct as per the documentation (request user option for notifications when notes are added).  
  2. The email address configured for integration is internal to the mail system being used.  
  3. Notifications are going to the administrator assigned to the ticket in all cases, but NOT the request user, which leaves the request user out of the communication.  

...Brad

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