| Worklog Type | Client Viewable | Result |
|---|
| Update | Yes | - This should be used to update and notify the requester of the ticket.
- By default this action sends out the worklog as an email to the requester of the ticket.
- The worklog is also visible to the Requester/Customer on the Self-Service Interface.
- The system uses the System Defined Communication Template -16 to send the notification.
(Note: System Defined Communication Templates have a negative id. The email may go out to additional people other than the requester depending upon what is the ISM Administrator has defined in the Cc field of the communication template -16)
|
| Update | No | - The worklog remains hidden from the Requester/Customer on the Self-Service Interface.
- It is visible only to the Analyst. If the ticket is assigned to a Support Group instead of an individual, it will send an email to all members of the group to which the ticket is assigned, using the communication template with id -2.
|
Work
OR
First Contact
OR
Resolved
OR
Custom defined worklog type | Yes | - The worklog becomes viewable to the Requester/Customer from the Self-Service Interface but does not send an email to Requester.
- If the owner of the ticket (assigned individual) is the one who added a worklog, no email notification is generated.
- If a third person (not the requester/requested for/owner) of the ticket adds a worklog OR If the ticket is assigned to a Support Group instead of an individual, system will send an email to all members of the group to which ticket is assigned, using the communication template with id -2.
|
Work
OR
First Contact
OR
Resolved
OR
Custom defined worklog type | No | - The worklog remains hidden from the customer.
- It is not visible in the Self-Service Interface and does not send an email to the requester.
- If the ticket is assigned to a Support Group instead of an individual, it will send an email to all members of the group to which the ticket is assigned, using the communication template with id -2.
|
| Client Note | Yes | - This is set when the customer adds a worklog to the ticket from the Self-Service Interface.
- The client note goes out as an email to the ticket owner (assigned individual on the ticket) using the communication template with id -2.
- If the ticket is assigned to a group then the email for worklog update goes to all members of the group.
|