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- event notifications may be sent to request participants. Simply select Request Participants as seen above.
- furthermore, when you add an Internal Comment to a Service Desk Request, Email This Issue event notification makes sure that the comment is not sent to customers regardless if customers were added to the recipients. See below.
Service Desk Customer Notifications
Email This Issue supports Customer Notifications as a specialized part of Event Notifications.
Service Desk Email Channel with Email This Issue
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There are several additional mail handler parameters specific to Service Desk Processing Strategy.
| Parameter | Description |
|---|---|
| Customer Request Types | Select the Customer Request Type belonging to the Issue Type of the mail handler in the Service Desk project. This customer request type will be set in the requests |
| Service Desk Comment Visibility | Specify if the handler should always add Internal or Shared with Customers comments or resort to the default behaviour. |
| When Customers are Created | Select the email template to notify newly created customers (if the Service Desk is open for public signup). Templates based on the Theme: Service Desk Customer Invitation will be listed here. |
| When Participants are Added | Select the email template to notify newly added Request Participants. Templates based on the Theme: Service Desk Request Participants Added will be listed here. |
| Unrelated Customers | Specify how to treat cases when a Customer sends email referencing a request which is not shared with the Customer. The handler can process these emails as well or you can specify to create new requests in such cases. |
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