Environment
ITS Ticketing Application in TeamDynamix
Issue
When does TeamDynamix send emails and when does it post to the feeds?
Resolution
An email is sent to the customer when the ticket is created. All emails after that are dependent on the technician selecting to “Notify” the customer by selecting the “Notify” field.
The "Make comments private (only visible to ITS Tickets users)" field controls the Feed that the customer sees in the Portal and does NOT impact email. The customer gets to the portal view by going to https://its.umich.edu/help and selecting "Check the status of my help tickets" at the bottom of the page (under Support Tools). The customer can also see their feed when clicking the link from a ticket.
| Event |
Email sent to customer? |
Notes in Customer Portal? |
Notes in TDNext feed? |
| Ticket Creation |
If ticket is created from an email or web form
or
If technicians create a ticket, and leaves “Notify Requestor” box checked
If "Notify Requestor" is unchecked, NO EMAIL to customer upon creation
|
Yes |
No |
| Ticket Update |
If Technician populates "Notify" field with customer name, email is sent.
If "Notify" field does NOT contain the customer name, there is NO EMAIL to the customer upon update
|
If Technician unselects "Make Private" checkbox, comments display.
If Technician leaves "Make Private" checked, NO Comments in Customer Feed
|
Yes |
| Ticket Closure |
If Technician populates "Notify" field with customer name
If "Notify" field does NOT contain the customer name, there is NO EMAIL to the customer upon closure
|
If Technician unselects "Make Private" checkbox, comments display.
If Technician leaves "Make Private" checked, NO Comments in Customer Feed
|
Yes |
Additional Information
Short video about notifications and email in TeamDynamix: TeamDynamix - Comment Types & Customer Notifications
Need additional information or assistance? Submit a request here: ITS-TeamDynamix Support.