Replies posted by SLuethi
Hi Rajagopal, I realize that connecting ITSM tools is not ideal in the way that it is done in our setup. We recommended to the customer not to do it but it is their preferred solution. I solved in a different way. I have created a canned response which the engineers can forward to the email of the actual requester. While this requires some manual steps, I believe I can encourage them by offering incentives for receiving top box feedback. Thank you for getting back to me on this.
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