Implementing the way of Sending E-mail to Reclassified Ticket
This document allows implementing the way of sending e-mails to the reclassified ticket, thus the reclassified tickets will have their own template of e-mail to be sent to the requester.
Therefore, the reclassification can be done in the portfolio and not only in the flow.
In the portfolio is informed the reclassification e-mail template of an incident or request.
Before getting started
It is necessary to have registered the reclassification e-mail template and have to be of type incident or request.
Procedure
- Access the functionality through the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose the portfolio and click on "Advance";
- Choose the service and click on "Advance";
- Click on the "Contracts" tab ;
- Choose the contract and click on "Advance";
- Choose the "Requests" or the "Incidents" tab;
- Choose the activity and click on "Edit";
- In the field "Template of E-mail Reclassification", choose the template previously registered;
- Click on "Save".
What to do next
Access the ticket you want and make the reclassification.