Organisation - opting in to email notifications

Within our Service Desk project, when we add an organisation to a ticket it sends an email notification to all of the members. This is exactly what we want - however, for the recipients to then receive further notifications for a ticket (when an agent clicks Share with customer for example) they have to go to the portal and click the 'Get Notifications' option. Is it possible to either configure Service Desk so users can opt in to further notifications via an email reply, or to just enable 'Get Notifications' by default, making it opt out rather than opt in?

We are using the Cloud version.



1 answer

0 vote
Mizan Community Champion Sep 18, 2017

Since we cannot add or remove watchers via a workflow post function on a cloud instance

A workaround which you can try the below

1. Create a new project role "watchers"

2. Add the desired users in this project role

3. Update the Notification scheme to alert the role "watchers" on the required events

The issue with this approach is that users wont have an option to opt out from the notifications.


On server version , I have done something similar, add required users as watchers for the request using a custom script postfunction. 

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