Forum Discussion
- You can create an Account-Wide Settings Trigger to accomplish this or Service Trigger.
WHEN Created / Updated is Created
WHAT Add User to Watchlist (Add another WHAT statement to add all your Users) - Thanks glad to know its possible.
How to I get to these Service Triggers? Iv never stumbled across them in the menus. - From the Service Desk Module go to Configure at the top right banner and select Service Desk Settings. Triggers can be applied to Account-Wide Settings at the Global level or individually at the Service level (Services).
- Perfect thanks Iv done this now...
Now I need to force it to tick the notify box for every change.
Our internal policy is that we all get notified for every single change, but Technicians are constantly forgetting to do this or complaining about having to tick every single technician in the notify box every time (which is now sorted!) - 'Notify Watchlisted' is checked by default in the Global Configuration. With your Triggers setup all your Users (Techs) will be notified of every single email notification sent from the Service Desk throughout the Incidents life-cycle.
- Excuse me for being dumb...but I cant find anywhere called "Global Configuration". And Our notify box is UNTICKED on every new incident so I am guessing this has been changed somewhere
- No worries. I refer to it as Global Configuration because it affects all Services but it's actually named Account-Wide Settings in the Service Desk's Configure option. This is where you created your Watchlist Triggers. There is a Defaults tab under Account-Wide Settings that controls some default actions for Incidents.
- Thanks for all your help Iv got this sorted now.
- Oh...Iv gone back into trigers and its disappeared...?
Il set it back up again and see what happens - Be sure to Save it and then go back in and make sure it's there. If the settings aren't saving then we may need to put in a ticket with Support. But I just tested my instance and Triggers are saving OK.
