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Status Under review
Created by Guest
Created on Jul 19, 2024

When creating a support case, email contacts need to be included

When a support ticket is created within SI, no email contacts are included to alert the creator/team that the ticket exists or has updates. You must manually go check the ticket periodically to see if any updates have been posted.

Could allow a default contact email address to be configured and included, but prefer a policy per system type to define the email contact(s).

Idea priority Medium
  • Guest
    Reply
    |
    Aug 15, 2024

    Sorry, need to clarify that this is for auto-generated tickets from SI


  • Admin
    Sally Neate
    Reply
    |
    Aug 13, 2024

    Hello - currently when a ticket is opened, there is a field for adding contact email (see attached image). Can you confirm whether you have been using this field and not receiving any updates?