K1000 Service Desk: Email on Close Workflow
I am setting up a queue that will receive a ticket. This email will be checked by the workers and then on close it the ticket with all information needs to be sent to an automation user we have set up. I am at a lose on how to accomplish this. The email on close function doesn't look like it will work for us. The work flow look s like this
Service Desk will always receive email from User/System A
Once Service desk Receives it .They checks/verifies information and then closes ticket.
On Ticket close, all information (original info in body of email and comments) need to be email to User/System B
Answers (1)
If the email on close function won't work for you then you'll have to write a custom ticket rule to do this. The rules wizard should get you most of the way there, although it won't include all of the comments on the ticket.
