The CC List is not working
We have a category called "Other". We want those listed on the CC list to be notified of any new ticket that has "Other" as a category so we can consider creating a new category. When we create a ticket with this category those on the CC list are not being notified. We have added their email names on the helpdesk customization page next to the category. Is there another step we are missing?
Answers (2)
The CC or any of the check box notification work when there is a modification to the ticket. If the ticket comes in with "other" people on the cc will not get a notifcaiton because the ticket hasn't been updated or changed techincally. If you want a notficaiton when a ticket is created in the KBOX to go to a set of people, regardless of the category, you will need to create a custom ticket rule.
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en
Comments:
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http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en - nshah 12 years ago
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I wish to clarify. Do you mean that if I make a category caled "Other" and add bogus@email.com to the CC list, that bogus@email.com will not be notified when a new ticket is created and "Other category was selected by the submitter? Screenshot attached. - lwhittaker 12 years ago
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on a new ticket creation,that is correct. Only when there is a chance to the ticket after it was saved and created. - nshah 12 years ago
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so with that logic, what is the point of the CC field in the customer category/layout ? - Wildwolfay 11 years ago
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Scratch that, so it sends CC notification based on the EMAIL ON EVENTS but does not show anywhere on the ticket that these people are being notified...
Basically there SHOULD be a category CC list on the ticket for reference, it's just invisible - Wildwolfay 11 years ago
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That is correct. That is also the Category CC not the Ticket CC. Emails are trigger when changes are made to a ticket AFTER it has been created. They will not notify someone of a brand new ticket, regardless of the category you create. You can use that article I listed earlier to create a custom ticket rule that will notify a group regardless of category of if you are familiar with mySQL you can write custom ones for each category you have listed. - nshah 12 years ago
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What article? Because I'm having the same issue of no CC being added to the ticket. - Wildwolfay 11 years ago