Ticketing Rules
We have a ticketing queue that currently sends out an email upon creating a ticket and also emails when a required field is missing information. We would like for one email to be sent based on whether or not the required fields have been filled out properly. Is an if statement possible when creating a ticket rule? Can I set criteria such as "If TICKET.TITLE = NULL send Incomplete email"?
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Posted by:
nshah
11 years ago
Sorry I am confused. If you are making a field required, the user can not save the ticket until that field is filled out if that is how you set up the permissions. Typically we make those types of fields dropdowns so that it is filled out properly with the choices i predefine.
Comments:
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I think the problem comes from fields that auto-populate information. I opened a ticket just now and saved it without modifying to see which required fields populated an error. The Category field and another field that has something similar to "Select from the following" are not showing any error. I now see this as a completely separate issue of how to require changing a field from its default selection. Thank you and sorry for the confusion. - kylemf 11 years ago
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No worries...just wanted to understand the question to we all can help out. - nshah 11 years ago
Posted by:
ashlea
10 years ago
You'd just create a new ticket rule that sends an email with a where clause like:
WHERE
TICKET.TITLE IS NULL
