Ticket following

The ticket can be followed by other users or other people who may not have access to the Alvao system. The following email notifications are automatically sent to the followers:

Notification of an incoming ticket message
Notification of a change in the ticket resolution date
Ticket resolution notification
Reopen ticket notification

Caution:

Notification is sent for every incoming message of the ticket to the follower, including messages not addressed to the requester. Therefore, the followers receive more information (emails) than the requester of the request.

Note:

Followers who are direct recipients of a message do not receive a notification for incoming messages. Similarly, notification is not sent to the follower whose action is to be the basis for sending the notification.

Start following

If you want to follow a ticket use the Follow Ticket command on the ticket page. The requester cannot follow ticket created by themself.

If you want to enroll someone else to follow a ticket on the ticket page, on the General - Followers tab, click the Add Followers link and enter the followers' names one by one. Followers must be registered users with a completed email, but do not need to have access to the Alvao applications, i.e. they do not need to have an assigned username. Followers who have access to the Alvao applications automatically gain the right to view the ticket and record events in their log.

Following can only be enabled by members of the resolution team, readers of the service or current followers of the request.

Tip:

If you want to see which tickets you are following in the ticket table, view the Ticket Following column, which you can also filter tickets by.

Stop following

To disable ticket follow, use the Stop following the ticket. You can also disable following by using the link provided at the end of each notification.

If you want to disable following for someone else, use the General - Followers tab to remove them from the following list.

Contents of the notification

The same notification is sent to followers as to requesters, but a link is added at the end to disable following. In system notifications, the phrase "your ticket" is replaced with "ticket", as it is usually not a ticket of the receiver.

Caution:

In custom notifications, the phrase "your ticket" is not substituted, so the text can be confusing to the follower.

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