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Email notification to anybody tagged (@) in case replies/updates


Morgs
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Hi, 

Is it possible to send email notifications to anybody tagged (@Alex Morg for example) in ticket updates/replies? 

For example, one ticket may have two work tasks for two separate teams. 

The first part of the work is completed by 'Release Engineering' team, the second part of the work is assigned to 'System Admins'. 

The problem we have is if the Sysadmin team wanted to raise a question back to Release Engineering team, they would not be notified as they are no longer part of that ticket. Therefore, is it possible to send an email notification to the user once he/she has been tagged?   

Thanks,

Alex

 

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2 hours ago, Morgs said:

Yes, but any way they can receive an email instead?  The analysts won't be monitoring this all the time. 

Thanks,

Alex

+1 - good idea if possible

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2 hours ago, Morgs said:

The analysts won't be monitoring this all the time. 

In-browser notifications might be a good idea here?

I'd always argue that if the analyst is "not monitoring" x, why assume they're monitoring y?

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On 6/10/2022 at 4:31 PM, Steve Giller said:

In-browser notifications might be a good idea here?

I'd always argue that if the analyst is "not monitoring" x, why assume they're monitoring y?

Many remote offices that rely on many different forms of communication, not always related to a request in hornbill. For example, technical teams in our company are unlikely to sit and monitor hornbill when the majority of their communications are via Email, Teams, Slack etc.  I also think it's a good idea to add email notifications as a preference in settings for those tagged.

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