Trouble Ticket Email Notifications

**Note: Legacy Trouble Tickets are being replaced by the Task Management System for Tickets. See more information here

TBS Trouble Tickets support sending Email Notifications. Currently, TBS will send email notifications under the following scenarios:

• When a new ticket is Added, a "New Trouble Ticket" email will be sent to the Agent (if the Agent has selected to receive Order emails from the Agent Admin tool).

  If the client supports an application setting called "TroubleTicketRepairEmailBehavior", when a new ticket is Added, a "New Trouble Ticket " email goes to the Trouble Ticket AssignedTo Email address.

  • If the AssignedTo email is empty/null, this setting will trigger the system to fall back to the Trouble Ticket Distribution email setup on the Baseinfo record for that customer.
• If the client does not support the application setting above, when a new ticket is Added, a "New Trouble Ticket" email goes to the BaseInfo Trouble Ticket Distribution email setup on the Baseinfo record for that customer. A "New Trouble Ticket" email is never sent to the AssignedTo email in this scenario.
• Regardless of above application, when a trouble ticket status is set to "Completed" a "Trouble Ticket Complete" email is sent to the Agent of that customer (if the Agent has selected to receive Order emails from the Agent Admin tool) to let him/her know the issue is resolved.
• When a trouble ticket AssignedTo is set or changed, a "Trouble Ticket Assigned to you" email will be sent to the email address of the AssignedTo unless that user was already notified via the "New Trouble Ticket" email.