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Automated or Mail Rule Alert for modified ticket


#1

When setting a automated rule or an email rule I do not see modified ticket as a condition to set a notification to certain staff member.

Is this possible and if so what is the criteria to enable this feature.

Thank you for your time and best regards,

Andres Armeda
Applied Watch Technologies
www.appliedwatch.com


#2

Hi Andres,

I’m not sure exactly what you mean. If you want to watch for any modification of a request what you can do is go into an existing ticket and in the right column there’s several icons under the ‘options’ header. One is to subscribe to a ticket. Subscribing will email you anytime the request changes.

The rules don’t really work like that. They must be setup to match a certain condition, so the category is X or status is Y. It’s similar in that you can be notified of any requests in category X that are older than a certain time or something like that, but not exactly the same thing.


#3

Ian,

Thanks for your reply. I not only need to be able able to subscribe to ensure I am notified when a request is modified, I need to ensure that various employees are notified as well, is this something that is possible?