Updates to Resolve Email Notification
- Changed email subject line to: "Ticket Closing <Short description from the incident> <Incident Number>"
- Kept as is: Hello <Caller Name>,
- Changed first line in body of email to: "This ticket, <Incident number>, regarding: <Short description from the incident>will permanently close on <close date>."
- Added a hyperlink to the incident number in this first line <Incident number>
Buttons Functionality
Button 1: "Thanks! You can close my ticket"
This should close the incident, which will send the survey.
"Thanks! You can close my ticket." would open a new email, populate the email with the body of "Thanks! You can close my ticket." and then the system will close the incident (and add the comments written in the email).
Note should be added to the incident additional comments with body text from email: "<person's name> says Thanks! You can closed my ticket."
Button 2: "I want to keep this ticket open"
Opens a new email. And allows the user to add more detail to the content of the email, if needed. Then user would send the email. The system would receive the email, the incident would re-open, with a status of "customer responded" and the email would be added to the activity log. If the incident is already closed, they would receive the existing "this incident has been closed..." notification as they do currently.
Button 3: "I need help with something else"
This would open the Incident Form, the customer would be prompted to login.
Body of the Email:
Last Comment:
<Additional comments box>
We'd like to thank you again for contacting <Assignment Group Long Name>
<Assigned too Name>
Signature Block with <Assignment Group Short Name>
Phone