Change auto-emails to refer to "Tickets" rather than "Incidents"

Idea created by Healey, Ian on Jul 1, 2016
    Long term plan
    Score5
    • Healey, Ian

    (Originally posted on 13, June 2016)

    Change auto-emails to refer to "Tickets" rather than "Incidents" (these emails are sent for both Service Catalogue and Incident tickets).

     

    This is confusing employees who raise a "Service Request" (i.e. Service Catalog item) and then get a notification that they can view their "Incident".

     

    Changing text to say "View Ticket #...? instead of "View Incident #...? would be more accurate (and more ITIL).

    What problem will this feature solve?: