Send a mail notification when a comment for the teams is added

[Cristian]

Hello,

when a guys of the service desk add a comment in a ticket for the teams only , it's possible generate an notification email to all the member of the teams?

 

Regards

[Victor]

@Cristian - What team would that be? All teams in the system? The team of the service desk guy that makes the update? The team of the service desk guy that is the owner of the request? (they might not be one and the same)... What if service desk guy no.3 comes and makes a comment, member of another team, what team is notified? First, second, third.. all?

The "comment in a ticket for the teams only" is not actually a comment for a team or teams, it needs to bee seen as "comment in a ticket not visible to the customer". The team visibility does exactly that, it marks a post as visible only internally. Hornbill chose to name this "team visibility" as opposed, for example "customer visibility".

[Cristian]

@Victor In our configuration of Hornbill we have 4 Teams ( IT support, Application Italy, Argentina and Leather)with different desk guy. The best solution for us is: If a desk guy a add a comment in a ticket assigned to the Leather Team , Hornbill generate a mail notification to all the member of the Leather Teams. In general if a desk guy  add a comment in a ticket visible only for your team is possibile that the team ( where the guy is member) receive a email notification?desk guy a add a comment in a ticket assigned to the Leather Team , Hornbill generate a mail notification to te mamber of the Leather Teams. In general if a desk guy  add a comment in a ticket visible only for the teams is possibile that the team ( where the guy is member) receive a email notification?

Regards

[Victor]

@Cristian again, that is not how "team visibility" entries work... try, for a moment, to disregard the "team" word, and look at that type of visibility as "not intended for customer"...

Timeline updates always trigger Hornbill notifications (accessible via the notification bell in the UI). If the request is assigned to a team (but no specific owner) then all members of that team will receive a HB notification. If the request is assigned to a specific owner then that user will receive a HB notification.

In addition, when a request has an update of any type it will be highlighted in the request list view until the owner of the request opens that request. So there are multiple mechanisms to notify users for request updates.

[Cristian]

ok i have understood. Thanks for your help!

Regards

[Victor]

@Cristian just to clarify a bit further, I am not opposing your suggestion, which may very well have a good use case by the looks of it, it is that it won't make sense to be implemented via the "visibility" mechanism simply because the visibility mechanism was implemented for a different purpose. Perhaps a separate mechanism of some type can be implemented for posts and comments on timelines that will achieve the notification functionality you are interested in.