System Center Service Manager 2019 - Incident status stuck at Pending

Question

Hello everyone,

I have an where status is stuck for Incident.

When user creates Incident within portal status of new ticket is "Active", when I use option "Request user input" status is changing to "Pending" and it's great. But when a user responds to it or attach new file status is still in "Pending" state which makes things hard to control.

Goal for me is to send e-mail notification to admins when status of the ticket change.
Do you know how to achieve that?

Thank you for your support in advance.

Answer 1

Hi @Michal ,

maybe this is helpful to start with:
https://marcelzehner.ch/2011/08/06/notifying-analysts-when-action-log-was-updated/

Or this one:
https://techcommunity.microsoft.com/t5/system-center-blog/how-to-configure-notifications-for-assignment-re-assignment-as/ba-p/348071

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

Answer 2

Dear @Andreas Baumgarten second link was an answer to my question, thank you.