The Send
Email To section on the Create
Issue and Edit
Issue pages controls who receives email notification about the
Issue. There are three parts to this section:
Assignees—If this is
checked, the assignees of the Issue receive email notification for this
submission.
Contact—If this is
checked, the contact for this Issue receives email notification for this
submission. This is based on the customer email address listed in the
contact information for this Issue. If there are multiple email
addresses defined for the contact, a link labeled Select
contact address is displayed. This allows you to select the
email address to which the notification is sent. By default, it
goes to the primary email address (as defined by the Workspace Administrator)
unless the Issue was submitted by the customer from a secondary email
address, in which case the default behavior is to send the notification
to the secondary email address.
CC—To copy someone
on this Issue, click the link for CC.
A pop-up window is displayed. Enter the email address(es) to copy
in the box provided (separated by spaces), select from the list of Agents,
or click Select
Contact to select an email
address from the Address Book (does not affect the customer contact for
this Issue). There
are two options for CCs entered here:
All
Changes—These
users receive an email notification for each change to the Issue (unless
they are removed during a later update).
Issue
Creation Only/One-Time—These
users only receive an email update for this update or submission.
Send Survey To Customer—If you select this checkbox, a FootPrints survey is sent to the customer for this issue (the person listed as the Contact). If the administrator has set a rule governing frequency (i.e., send a survey to a particular customer no more than once every X months), this checkbox overrides that rule. This function is obedient to all other survey rules.
NOTE
If the Agent adds a CC or CCs to an Issue upon creation,
the CCs are emailed a notification. However,
that CC does not remain part of the Issue in subsequent edits, so if the
Agent edits the Issue and a notification is sent out when the edited Issue
is submitted, the CC(s) would have to be added again if the Agent wanted
them notified. In
addition, the CC(s) do not show up in the notification email to the contact.
Therefore,
if the contact replies to the notification email, a copy of the reply
is not sent to the CC(s).
The FootPrints administrator can define rules
for when email should be sent, what the emails contain, and which user
types receive updates (e.g., Agent and customer). The check boxes for
Assignees
and Contact
are checked or unchecked based on these rules. They may change status
based on the status or priority chosen on the Create
Issue page. To override the default, click the checkbox to check
or uncheck it.
You may receive these email notifications for various
circumstances:
You created an Issue
and assigned yourself.
Someone else assigned
you to an Issue.
You were assigned
automatically to an Issue by a rule.
An update is made
to an existing Issue to which you are assigned.
You were copied (CC)
on an Issue.
If you are assigned to an Issue and the Assignees
checkbox is checked, you receive the email notification even if you are
making the update yourself.
Email notifications look different depending on how the
administrator configured the email templates. Different templates can
be made for different types of users (Agents, customers, etc.)