I'm trying to create something like a ticketing system but there needs to be some back and forth between creator and person responding. I thought a discussion list would be the best option to display responses in a conversation style instead of append only comments.
However, I also need to be able to send out emails/alerts to the person who created the new discussion and the person responding to it.
Is a workflow on EDIT my only option here? I feel like it would send out too many emails if other columns like status or priority or changed but I only want to send out emails when there's a reply or the disucssion is closed.
Alerts need to be manually set up so they're are kind of useless here unfortunately.
Is there a way that my reply can set the value of the parent. For example as an admin, if I'm replying to an issue, because it's a different content type (message), I can't set the issue as closed in the parent content type (discussion). I don't want to made admins have to go out of their way to identify a disucssion as closed.