It would be very helpful if there was a way to customize designated emails for each specific incident state. Therefore, if you change an incident state, from another customized incident state, a more unique or applicable automated response can be sent to the requester. Currently, you can only customize one generic email if there is an incident state change.
|What problem will this feature solve?:|
I have customized an incident state called "Assigned" for when one of our users is assigned to and starts working on a task. I have customized another incident state called "On Hold" for when the request is at a halt and no work is currently be done on it. The last example I will provide for a customized incident state is "With Engineering". In that event that there is a request or task that our team cannot solve, we need to have someone from our Engineering department look at the request. As you can see, with just a click of a button (changing the incident state) this would be a very efficient way to deliver more applicable and specific information to the requester based on the state that the incident is in. Incident State Change to "Assigned": "Andrew Reich is now working on your request." Incident State Change to "On Hold": "Your request is currently on hold, we will provide more information as soon as we can." Incident State Change to "With Engineering": "Engineering is currently taking a look at your request, please let us know if you have any questions."