Helpdesk Rule to send email to owner on ticket creation
Hi, im new to custom rules and pretty much a SQL novice. I was wondering if any knew how to get the Kbox to send an email to the ticket owner(someone in IT) as soon as a ticket in their category is opened. Otherwise any other help with the custom rules creatiuon would be appreciated. Thanks!
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Posted by:
ustacp
14 years ago
You can do that on the Email on Events section in the helpdesk customization area under queues. You will need to make sure you add a default owner to each category that you would like the email to go to.
Posted by:
GillySpy
14 years ago
This sounds like what the category cc feature does.
If you ONLY want an email the moment it is open and assigned to that category then you will need a rule. Your rule would be similar to this FAQ except your query would include a check of the category and you would notify the default category owner. Sounds like you'll need some help with the SQL. If I can get to it I'll post something here but give it a shot based on that verbal description
If you ONLY want an email the moment it is open and assigned to that category then you will need a rule. Your rule would be similar to this FAQ except your query would include a check of the category and you would notify the default category owner. Sounds like you'll need some help with the SQL. If I can get to it I'll post something here but give it a shot based on that verbal description
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