ServiceDesk

Hi All,

When creating a ticket, one of our users would like 2 of his collegues (who are not (yet?) known in Service Desk 7.1) to be notified by mail. I have tried to add these two mail addresses to this user's account but no mail is sent to the other addresses.

Is this possible? Where should I add the mailaddresses of the two collegues involved?

Thanks for your answer.

Kind regards

Koen

No one seems to be able to give me an answer, so maybe it is just impossible?

But...

If this is impossible, what is the use of being able to add various mailaddresses to one account? One (primary) to be able to log in, but every other address you add serves no purpose then?

Kind regards

Koen

The e-mail process currently only send an e-mail to the Primary Contact of the incident. If you have requirements to send multiple e-mails if incidents are opened for specific users then you will need to modify the work flow and add this functionality.

But then in SD 7.5 you wont be able to do that. Are they fixing this in the next version?

TGiles, thank you for clearing that out.

I do, however, have the next question. What is the use of being able to add various mailaddresses to an account if the system only sends mails to the primary mail address?

Kind Regards

Koen

I do not know the answer but I would hazard a guess that this is due to using Workflow User Management with its logic and functionality than a ServiceDesk design decision.