16 Processes
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Incident and Request
Configuration
Notification through Delegated E-mail Ticket
4min
This feature allows to define and select a template for the notification e-mails to technicians receiving a delegated ticket.
An email template must have been previously registered;
The recommended keys to use in the body are the following:
- Access the functionality through the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose a portfolio and click on "Advance";
- Choose a service and click on "Advance";
- Click on Contracts;
- Select the contract and click on "Advance";
- Click on the tab Requests and click on "Edit";
- Choose the activity;
- In the field Email Template Delegation choose by the previously registered e-mail template;
- Click on "Save";
- In the parametrization screen, enable the parameters 438 (inform email template for delegation) and 439 (option "YES");
- In the group registration screen, in the field "Employees", select the checkbox "Email" for the people that will receive the email of that group.
Access a ticket and delegate it.
