I have a real quick question. Isn't the standard helpdesk module supposed to
notify the requestor when his ticket is created and resolved? Or did I add
this functionality myself?

Thank You,
Brad Fike
fikebr@bradfike.com
www.bradfike.com
501-685-9099

The out of the box solution for Helpdesk 4.0.3 should notify the end user
that the case is WIP, Resolved and Pending without modifying workflow.



-Clementous

-----Original Message-----
From: Brad Fike [mailto:fikebr@BRADFIKE.COM]
Sent: Friday, December 28, 2001 2:43 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Helpdesk Notifications

Hello All,

I have a real quick question. Isn't the standard helpdesk module supposed to
notify the requestor when his ticket is created and resolved? Or did I add
this functionality myself?

Thank You,
Brad Fike
fikebr@bradfike.com
www.bradfike.com
501-685-9099

_____________________________

And Closed, with an invitation to fill out a survey if that function has been
activated. We found it necessary to add a filter on our Help Desk 4.0 system
that sends a requester notification on Create that looks like this:

-------------------------------------------------
Subject: Trouble Ticket (Case) HD0000000029224 has been opened for you (Login
Name "Joe User") on the Remedy call tracking system.

A new case with Summary: "HD: A problem not listed here" has been opened for
you. If you have information/questions, contact (group/person) DataComm /
565-4885. You can monitor case status at http://arsweb.unt.edu/helpdesk/
-------------------------------------------------

In trade (many consider the default notifications too "noisy" without adding
yet another one) I disabled the notification for WIP - it was not used that
often anyway. We left Change Request notifications alone - the first one to
a Requester goes out on WIP as well, and that behavior is more appropriate in
the Change module.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/

-----Original Message-----
From: Clementous Clement [mailto:Clementous.Clement@VUINTERACTIVE.COM]
Sent: Friday, December 28, 2001 9:31 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Helpdesk Notifications


**

The out of the box solution for Helpdesk 4.0.3 should notify the end user
that the case is WIP, Resolved and Pending without modifying workflow.



-Clementous

-----Original Message-----
From: Brad Fike [mailto:fikebr@BRADFIKE.COM]
Sent: Friday, December 28, 2001 2:43 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Helpdesk Notifications

Hello All,

I have a real quick question. Isn't the standard helpdesk module supposed to
notify the requestor when his ticket is created and resolved? Or did I add
this functionality myself?

Thank You,
Brad Fike
fikebr@bradfike.com
www.bradfike.com
501-685-9099

_________________
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_____________________________