I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.
#if( ${Status}=="New" )
Hi ${ReqUser},
Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.
Updates will follow when the incident is assigned or resolved.
Kind regards,
Bernicia ICT Team
#elseif( ${Status}=="Completed" )
Hi ${ReqUser},
Here is an update on ticket number #${ID}-${Title}.
The administrator that was assigned to your ticket is ${AssignedTo}.
Your service request #${ID} has been closed with the following resolution - ${ActivitiesTable}
We hope that you are satisfied with the service provided to you.
Kind regards,
Bernicia ICT Team
#elseif( ${Status}!="New" )
Hi ${ReqUser},
Here is an update on ticket number #${ID} - ${Title}.
The administrator that is assigned to your ticket is ${AssignedTo}.
Your ticket is now in progress and the assigned admin will be in touch.
Kind regards,
Bernicia ICT Team
#end
