Notifications - User Story 01
Title : Send Notification Email Upon Ticket Creation
Description:
As a processor/user of the IT Service Desk system, I want to receive a notification email along with Requester, once a ticket is created so that I am informed about new tickets assigned to me.
Acceptance Criteria:
When a new ticket is created, an email notification should be sent to the Assigned to user and Requester.
The subject of the email should follow the format: "Ticket [Ticket Number] - Created".
The body of the email should contain the following information:
To: Assigned to User, Requester
Subject: Ticket [Ticket Number] - Created
Body:
Hi [Assigned to User] / [Requester],
A new ticket has been created. Please review the details below: [Ticket Number as Link]
Ticket: [Ticket Number]
Short Description: [Short Description]
Created on: [Created Date]
Created by: [Creator]
Please check the [Link] for more details.
Thanks,
IT Support
To view detailed development steps for the user story mentioned above, please Click here.
Notifications - User Story 02
Title : Send Notification Email Upon Ticket Update
Description:
As a user of the IT Service Desk system, I want to receive a notification email whenever a ticket is updated so that I am informed about any changes made to the ticket assigned to me.
Acceptance Criteria:
When a ticket is updated, an email notification should be sent to the assigned user, the requester, and the members of the additional POCs.
The subject of the email should follow the format: "Ticket [Ticket Number] - Updated".
The body of the email should contain the following information:
To: Assigned to User,
CC: Requester, Additional POCs
Subject: Ticket: [Ticket Number] - Updated
Body:
Hi [Assigned to] / All,
The following ticket has been updated. Please review the details: [Ticket Number as Link]
Ticket: [Ticket Number]
Short Description: [Short Description]
Created on: [Created Date]
Created by: [Creator]
Please check the [Link] for more details.
Thanks,
IT Support
To view detailed development steps for the user story mentioned above, please Click here.
Notifications - User Story 03
Title : Automated Notification Email on Ticket Resolution
Description:
As a requester of an IT Service Desk ticket, I want to receive a notification email when my ticket is resolved so that I am informed about the resolution of my request.
Acceptance Criteria:
When a ticket is resolved, an email notification should be sent to the requester, assigned to user, members of watchlist, and the members of the assignment group.
The subject of the email should follow the format: "Ticket [Ticket Number] - Resolved".
The body of the email should contain the following information:
To: Requester,
CC: Assigned to, Watchlist Users, Members of Assignment group
Subject: Ticket: [Ticket Number] - Resolved
Body:
Hi [Requester] / All,
The following ticket has been resolved. Please review the details: [Ticket Number as Link]
Ticket: [Ticket Number]
Short Description: [Short Description]
Created on: [Created Date]
Created by: [Creator]
Please check the [Link] for more details.
Thanks,
IT Support
To view detailed development steps for the user story mentioned above, please Click here.
Notifications - User Story 04
Title : Weekly Reminder Notifications for Open Tickets
Description:
Weekly reminder notification emails need to be sent to the assigned technician and copied to users on the Watchlist, as well as the requester for visibility purposes.
Acceptance Criteria:
Weekly reminder notification should be sent for Open tickets, to the assigned to user, requester, members of watchlist, and the members of the assignment group.
The subject of the email should follow the format: "Ticket [Ticket Number] - Open/Overdue".
The body of the email should contain the following information:
To: Assigned to,
CC: Requester, Watchlist Users, Members of Assignment group
Subject: Ticket: [Ticket Number] - Open/Overdue
Body:
Hi [Assigned to] / All,
The following ticket has been resolved. Please review the details: [Ticket Number as Link]
Ticket: [Ticket Number]
Short Description: [Short Description]
Created on: [Created Date]
Created by: [Creator]
Please check the [Link] for more details.
Thanks,
IT Support
To view detailed development steps for the user story mentioned above, please Click here.