[Help - K1000] - Send an email to specific users (or a distribution group) when a specific category is selected
Hi all,
Looks like I need to use SQL to accomplish this. The built-in wizard doesn't give me any options to do so. How can I e-mail a specific set of users when a particular category for a ticket is chosen? The queue is for our dev team and the categories include various applications. Queue name is App Support, categories include (for example)
- Category 1
- Category 2
- Category 3
- Category 4
If category 1 is selected, email users a, b, c
If category 2 is selected, email users a, c
etc, etc
Thanks!
2 Comments
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Using Category CC list has always been hit or miss. They don't always work so the CC Category is not always notified. I used a ticket rule so that it worked more consistently - scarpent 6 years ago
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Indeed, the CC category does not appear to be working. Would you mind sharing how your ticket rule is created? - adrianK 6 years ago
Answers (2)
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Posted by:
Hobbsy
6 years ago
So that will not work using the Category CC as it only emails when the call is logged, you may be able to build a ticket rule with a CASE statement to take care of this. Use the Category ID something like this
SET
/* This sets the email address based on the values in the category*/
HD_TICKET.CC_LIST = CASE
WHEN HD_CATEGORY_ID = '1' THEN 'Email1@address.com'
WHEN HD_CATEGORY_ID = '2' THEN 'Email1@address.com'
WHEN HD_CATEGORY_ID = '3' THEN 'Email2@address.com'
WHEN HD_CATEGORY_ID = '4' THEN 'Email3@address.com'
END
You will also need to set the WHERE statement to only run on active tickets and it also may be worth adding in a switch field so that only a single email is ever sent.
This then needs to be configured with the Ticket CC email settings to work.
All of the above is an "educated guess" on the fly as to do this properly would take my team about a day, good luck
Posted by:
Hobbsy
6 years ago
Could you not just use the standard configuration within the queue?
Go to Service Desk > Configuration > Queues
Select your queue and then click customise fields and Layout.
You can then enter any number of users in the CClist field for each category created.
If you then have the option in the Queue email configuration set for Category CC then they will get an email when a ticket is logged with that category
Comments:
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Just keep in mind adrianK that those CC'd users won't show on any field of the ticket, but will receive the notifications. The CC List field displayed on the ticket layout is only for users that were manually CC'd into the ticket or CC'd from an email.
Category CC List is handled separately. - Josh_H 6 years ago -
Hi Hobbsy, I just tried this and it does not work.
So, what happens is a ticket will come into the App Support queue for our developers. However, I'm also automatically changing the category with a ticket rule based on the title of a ticket. If a ticket comes in with *KEYWORD* in the TITLE, change the CATEGORY to [CATEGORY]. That may be messing with the way Category CC works. - adrianK 6 years ago
