Automatic response

Gajanan Sasane

Hi,

I want to know How to get an automatic response to customers when the ticket status is closed, resolved, done.
Please refer to the attached screenshot.

 

Alex van Vucht (GLiNTECH)

Ensure that:

1. Your workflow sets a resolution when it transitions to Resolved, either through a transition screen (typically Resolve Issue screen) or as a workflow post-function
2. Your customer notifications are enabled.
3. The "customer-visible status" and "resolved issue" customer notifications are enabled.
4. Your customer-visible statuses are configured correctly for the request type.

I've only start seeing "Automatic response" notifications in this format recently, but something like this has been around forever in JSM.

If you are unsure what resolution, workflow post-function, transition and status mean, there are some good training resources to learn JSM administration.