Different email notifications for different support tiers

Hi All

Currently struggling to get reliable e-mail notification to customers. These would be needed for SR work item creation and resolution/completion and generate the user template appropriate to which team is assigned the work item. Which is best solution when you're talking about at least 5 support tiers

  1. Multiple workflows?
  2. Multiple notification subscriptions?
  3. A scripted workflow using Authoring Tool?

Thanks

August 19th, 2015 8:31am

The Support Tier/group is just an information in the Notification in the Notification Template you want to send to the customer (Affected User)?

Or is the Notification Template different based on each Support Tier/Group?

Free Windows Admin Tool Kit Click here and download it now
August 19th, 2015 3:09pm

HI Andreas

the template would need to be different for each support tier (obviously based on which tier the work item has been assigned to).

thanks

August 20th, 2015 3:34am

In this case I would prefer option 2. Multiple Subscriptions.

  • Create a notification template for each case/support group with different email subject/body.
  • Create a notification subscription for each case/support group with different criteria (for instance "Support Group equals "SG1") an choose the corresponding notification template.

Hope this helps.

Free Windows Admin Tool Kit Click here and download it now
August 20th, 2015 3:38am

This topic is archived. No further replies will be accepted.

Other recent topics Other recent topics