Notifications sent when change Request Types associated Work Type?

[Troy Anderson]

When modifying a Request Type's associated work type, the existing work items are updated with the 'new' work type. Are issue notifications suppressed during this update?

[Anusha A · Accepted solution]

Hi Troy,

Thanks for your question on the community.

Currently, customer notifications are only triggered when:

• Request created
• Public comment added
• Public comment edited
• Request resolved/reopened
• Participant added
• Organization added
• Approval required
• Customer-visible status changed

Therefore, we dont notify customers when you modify custom field, work type or workflow in the ticket. We've been tracking a similar request here but haven't decided on a course of action just yet. We do not see many customers requesting for the same. Hence, we aren’t planning on building this into our feature set at this point in time.

Hope this information is helpful. Wish you a great day ahead!

Regards,
Anusha A

[Troy Anderson]

Thanks Anusha.  I asked to ensure my customers are NOT notified, so your thoughts on the request are reasonable.  Although there will be a time when having the option for any given edit will be needed.