Notification messages may be sent when trouble ticket gets a certain status.
To configure notification on ticket status change:
- Open System > Settings > Helpdesk > Statuses. The list of trouble tickets' statuses appears on the screen.
- Select a ticket status you want to assign a notification to by clicking on the respective link in the Status column. Properties of the selected status appear on the screen.
- Click Edit. The editing trouble ticket status dialog window is displayed.
- Select the Notifiable check box if you want notifications to be sent when ticket gets this status.
- Click
next to the Message Template field. From the window that opens, select a message template that will be used for notifications. - Click Save to confirm changes.