I have been successful in having email notification sent to customer portal users when they raise a new defect report, by using email notification for new defect and send to [Requested/Reported By Customer]. However in Alerts the option available is [Requested/Reported By] which does not result in the customer portal user receiving an alert of, say a defect status change to "Closed". Yes, it is possible to set up an alert to be sent to a custom email address (which works), but this means to me that I must set up a custom email alert for each project using the portal and maintain this. I suspect that I am going to have the same with Incident reporting. Is there something I am missing here, or is this a potential feature request?

Hello Grant,

You're not missing anything at all, that's the way Alerts are currently designed.

I would recommend submitting this as a feature request, here's a link to our Customer Portal:

http://community.axosoft.com/iframe.aspx?Tab=Features

It sounds like a good idea, we'll just have to see how viable it is, and how many customers request it.

Let me know if you have any further questions or issues.

I have also asked for the same feature to be added - so one vote from me!

I sent my list of desired enhancements to Arash. Hopefully this one can be done as well. This is my wish-list in this area:

1. Customer e-mail notifications improvements – feature 2280 (see Portal)

Mainly to get Alerts (when setup for projects) to have ‘Requested/Reported by Customer’ to choose. As we will use it, to notify them based on Alerts, if particular field has changed, some other fields will be private. We also want to send only one e-mail if more than 1 field has changed, for instance we have 3 alerts to notify on Resolution, status and Assigned to , if all 3 change we want to send only one e-mail detailing all changes and not 3 ! (see 2281 that Alerts should have OR condition to avoid multiple alerts)

Also we want ability to notify all Customer Contacts with changes – perhaps another option in E-mail selection “ Notify All Customer Contacts’

We also want ability to Force e-mail like it used to do – with checkbox – Notify Customer about changes to this defect (but also have Notify All customer Contacts).

One useful option we had in old system to ‘Suppress e-mail notifications’ – so that even if Alert is setup , but I want to discretely close defect I will choose this option

Also see 2347 – that we need another e-mail template for Customer notification e-mails (separate from general e-mail template), as they will see far less info than we will. Very important! We would also like to Edit subject in this e-mail , instead of ‘OnTime Alert: Defect ID 564 has changed’ ,say something like ‘Sattel Customer Portal – reported Defect 564: Defect Name has changed or closed etc by UserX (see 2099 for this)

Ted Lushchayev

Sattel, Australia