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changes to email notification

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changes to email notification

6/15/2007 1:17 AM EDT

By jason smith

Hi all

We are using centic for our support department for tracking our call tracking. We Like the fact that the system can send email to advise us of tickets but we would like to make a few changes to when, how and why the system send email notifications.
Can Anyone help me ith any of these questions?

1. When a new ticket is assigned, we would like to have an email generated to the assignee as long as the assignee is diffrent to the assignor.

2. A report is sent at once a day to each employee in the support department with a list of open tickets that would show the priority, status and legth of time the ticket has been open.

3. No email sent when a ticket is closed.
4. when a ticket has an escalated option chosen it is emailed to a specific employee (i.e. if "escalated to Jon" is chosen an email is sent to Jon if "escalated to Johan" is set an email is generated to Johan)

Can any of these options be done? If any one can help me out with these it would be greatly appreciated.

Thanks a milion!

Jason

1. 8/16/2007 2:11 PM EDT (edited)

By David Motta

I need I want to make the following changes in Centric CRM Source:

- when it registers new ticket that is sent a mail to the contact which I report the problem.
- when it closes ticket that is sent a mail to the contact which I report the problem

Somebody that can take steps to me to follow to make these changes.

thanks

David Motta B.
VIRTUAL TELECOM
Lima - Peru

2. 8/17/2007 4:34 PM EDT

By Ryan de Laplante

Sorry I do not have an answer on how to do these. I am wondering if you have successfully configured Centric to email someone when a new ticket has been created in the portal. New tickets are not assigned to someone automatically and we want an email to notify us that there is a new ticket waiting for us.

I've heard that you can enable this feature in workflow.xml. We've done that and it still does not send an email to me. I don't know how it would know who to email in the first place.

Thanks,
Ryan

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