When technician reply to a request by email, requester is not notified?
Hi there,
As the subject says.
When a requester create an incidence, a technician will get notified of the new request created.
Then the technician will reply to that same email.
Problem is, while the reply is added as part of the conversation of that request, the requester never got notified AND the field [Responded Date] is not updated, which will pose a problem with regards to SLA.
UPDATE:
when the requester reply via email, the technician gets a notification email.
but not the other way around.
Under Admin > Organization Details > Notification Rules, there's a [Alert(or Notify) technician by e-mail when there is a new reply from the requester] rule but no similar rule available for requester.
Current version: 8.1.0 Build 8119
Please advise.
As the subject says.
When a requester create an incidence, a technician will get notified of the new request created.
Then the technician will reply to that same email.
Problem is, while the reply is added as part of the conversation of that request, the requester never got notified AND the field [Responded Date] is not updated, which will pose a problem with regards to SLA.
UPDATE:
when the requester reply via email, the technician gets a notification email.
but not the other way around.
Under Admin > Organization Details > Notification Rules, there's a [Alert(or Notify) technician by e-mail when there is a new reply from the requester] rule but no similar rule available for requester.
Current version: 8.1.0 Build 8119
Please advise.