Overview
This event is used to send a notification to the service provider that the customer has updated a service desk ticket via email or the end user portal.
Prerequisites
The service provider must meet the following prerequisites
- be subscribed to the retail service desk module
- have an end user portal with service desk ticketing capability enabled
- be subscribed to the Events module.
For this event to trigger on inbound emails from customers you must additionally meet the following prerequisite
- subscribe to the service desk inbound email extension.
Licensing
This event is:
- a standard event
- included with a module or feature
- a standalone event available upon request (please contact your Account Manager)
Trigger
The event is triggered by a customer updating a service desk ticket via the end user portal or via the service desk inbound email facility.
This event does not trigger when a customer first creates a service desk ticket either via the End User Portal or via Inbound Mail.
It only works on new notes/updates from a customer on an existing service desk ticket.
Action Types
The event supports the following actions.
- Message
- SMS
- Log
- On Screen
Template Variables
- Service Request ID
- Summary
- Note Id
- Note Details
- Account Id
- Customer Name
- Customer Contact
- Primary Phone
- Mobile
- Queue
- Note Category
- Sub Category
- Status
- Urgency
No thresholds apply to this event.
Related Articles
Related Events
- Service Desk Inbound Email Auto Response (id: 1039)
- Service Provider Updates Service Desk Ticket (id: 928)