Email assigned technician when request is closed

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 6
Joined: Mon Sep 12, 2011 8:00 pm

Mon Sep 19, 2011 10:58 pm

We're using SDP 8015. Sometimes we will ask other technicians to take a look at a ticket, but we won't necessarily assign the ticket--it's more of a "four eyes are better than two" kind of thing. Is it possible to send an email to the assigned technician when the request is closed by another technician? I saw the notification rule for sending an email when a ticket is closed--but it seems to go to everybody--we just want to send an email to the assigned technician. Thanks!

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ITIL Expert
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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Sep 20, 2011 3:44 am


why is this question about a specific tool and how it works or not works being asked in an ITIL process forum ?

While some of the regulars may have used the tool, would it not be better to ask this question in a forum dedicated to the product set
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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