Email notifications sent to General Group as well as Admin Group
Hello,
We use Sysaid for many things and one of them is for our Facilities staff to track and solve tickets.
We have 2 guys at a location, and they are in a General Group in Sysaid.
They get an email when a ticket is assigned to them which is great. The issue is that one guy may close out another's assigned ticket.
This is where they would like to get an email stating that it was closed. They are not admins, so they do not get the closed messages unless it was attached to them.
This is on a Sysaid cloud-based environment.
Alefabian,
Wonderful information (about them being admins)
But this opens another issue because the tickets are set up to notify if it is closed under Settings > Service Desk > General in the "Assigned Administrator" and "Assigned Group Memebers" areas.
So what you are saying is that since they are part of that group they SHOULD be getting the messages. Unfortunately they are not. Should I open a ticket in the helpdesk for Sysaid? Attached is an image of the settings.
If your settings are correct, the only reason for SysAid to not sending notifications is to not spam the user has just performed the action which has triggered the notification.
Email notifications are never sent to the admin who performs an action (submits a new ticket, assigns a ticket to himself/herself, closes it, moves a ticket to a new category, ...).
No no, we want it to go to others in the group when it is closed.
So for example:
Guy 1, Guy 2, and Manager are in a "Facilities - Home1" group
Guy 1 is assigned a ticket using workflow actions. Guy 1 closes ticket.
We would like guy 2 to also get the email that the ticket was closed which does not happen.
The same is wanted if guy 2 closes guy 1's ticket. We still want both to receive the message that the ticket is closed.
Currently Manager is getting the status updates.
Now just to add information, Guy 1 and Guy 2 are both getting emails when tickets are assigned to them and are new.
I will reach out to support tomorrow.
So each Guy has their own emails. They do not show up under Tools > Administrators.
These two guys are end users which lead me to the confusion about your statement that they are in fact administrators.
I am not sure if this matters but we use workflow actions for this and assign to the end user to complete.
These are Requests SR
The scenario is clearer now. We're talking about service requests and Guy 1 and 2 are end users who can complete workflow actions (action item) - closing action made me confused.
Does the action item in question already include a notification? If so, you have to add a new action item to simply notify the group that the previous action item has been "closed".
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