This article explains how any user who follows a ticket can view the actions related to a ticket. A Ticket Follower will be notified to the key personnel about ticket activities and events (Updates to a ticket). Users can be added/removed from the list to send the notification. Users can also add themselves to follow a ticket. All the notifications triggered for Requestor or Requested For will be notified to the Followers if this token ${notification_followers} is added to the respective communication templates.
To allow a user to get notifications for the tickets they follow, set the configuration parameter TICKET_FOLLOWER_FOR_NOTIFICATIONS to Yes. If the configuration parameter is set to No, the Follow/Unfollow button will be hidden.
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Note: Notification will not be sent for Analyst updates or Nonclient viewable work logsif the token ${notification_followers} is not added to the respective communication templates |