Ticket Comments and Controlling Notifications

The most frequent type of notification in the Team Dynamix ticketing system is when an Action is performed on a ticket. For example, reassigning, unassigning, or updating a ticket will force you to provide a comment. By default, the Reviewer, Requester, and Creator would all receive a notification email with the details of the comment. The Reviewer, in this case could be an individual or a group. To verify those that will receive notification please take note of the “Notify” field on the form. To add additional recipients, use the “Notify Other People” field on the form and select the magnifying glass icon to search for and add as many as you like. If you need to notify someone external to the TDX ticketing system you can enter email addresses into the “Other Email Address” field on the form.

Commenting on a ticket without taking any action has an entirely different default notification scheme. When clicking on the comment button from within the ticket, you will notice that immediately above the entry box for comments is a blank field “Notify”. By default, when you select to comment on a ticket, there is no recipients that will receive notification, however, the comment becomes part of the ticket feed. The feed is available to all that have access to view the ticket. If you want comments to only be available to technicians, you can check the box “Make comments private” check box. Finally, if you in fact want a notification to be sent out with the details of your comment, then simply select from the list of possible recipients.

When a user replies to a feed comment, either via email replies or within the system, the reply will be added under the original feed comment. When this happens, the system will notify all the relevant people for that feed comment.

A reply will notify:

• The original person who sent out the notification on the item.
• Anyone in the reply chain, meaning anyone who has previously replied to the original comment.
• Anyone who was notified in the initial notification.

A reply will not notify:

• The person who posts the reply. You will not be notified about your own comments.

When a ticket is created in TeamDynamix and notifications are sent out, replies back to the ticket creation emails will go to:

1. The ticket creator or,
2. Depending on whether the ticket has a primary responsible user or group, the following people may be notified:
   1. If the ticket does have primary responsibility set, the responsible user or group will be notified.
   2. If the ticket does not have primary responsibility set, the ticket type's primary reviewer and Other Email Addresses list will be notified, but only if the ticket type is set to notify the reviewer of new tickets.

By following these guidelines and understanding the different notification scenarios, you should be able to more effectively communicate with all parties involved. One last tip, always pay attention to fields that show exactly who will receive notifications when you make ticket comments.