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How To Know Someone Has Updated A Ticket Already Assgined To You?

Question asked by Stuart_ on Nov 19, 2015
Latest reply on Dec 7, 2015 by Gutis



A frequent complaint has come up with our SDM 12.9 configuration, is that the assignee of a ticket doesn't realize when someone has else has placed updates in the call without transferring it.


The reality is that a lot of people don't check their tickets everyday, and people don't always use the manual notification feature when updating tickets not assigned to them.


Any suggestions out there about how others handle this situation? Can you have an automatic notification to the assignee of a ticket, when the activity log has been updated by another person?