During transition points, CNAV can use the automatic messaging system to ensure that all parties are kept informed of the ticket status. For example, CNAV can send email:
To the submitter and requestor when a ticket is received
To the submitter, requestor, worker, and owner when a request is assigned to a worker
To the owner, workers, requestor, and submitter when one of multiple workers completes part of a complex request
To the submitter, requestor, owner, and worker when the request is closed
To the worker(s) and owner when a request remains unresolved after a specified time period
CNAV can also send up to three early warning messages to notify workers and other parties of upcoming ticket due dates. On some campuses, this messaging may be more information than people really want to see. For this reason, the CNAV Helpdesk provides a table in which the helpdesk administrator can specify which messages should be sent and to whom.
To set adjust these table settings, select Campus Tools, Helpdesk, Administrator Tools Utilities, Helpdesk Messaging System Auto Alert Preferences. For each transition of a worker or ticket, up to three messages can be sent automatically. (To set the text of those messages, use the Auto Alert Messages tool on the Administrator Tools Utilities.)
After adjusting the auto alert preferences as desired, click Update.