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07/08/2019 181 views

Hello all,

I am currently trying to figure this out.  I want to create a category in an existing queue that when used sends out a notification email to a set number of users. I also would like it to display the ticket summary and be able to have the users make changes (Approve\Disapprove) through the email.  I have ticket rules for the queue that I do not want to change, I just want this to work for the category.


Ticket opened using category (IE Issues queue-Bulletin)--

email sends out to specific users (UK-Japan-CAN office)---

email contains ticket summary--

User able to approve or deny though the email.


Thanks for any help.

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This is possible, although approving via email won't be as easy as clicking a link, if that's what you are hoping to do.

The first part of the rule can be created using the rules wizard, don't enter anything for the update section of the rule, you'll turn that function off later. When you use the rules wizard it will generate a SQL select statement that selects the columns from the HD_TICKET table and some others. The columns selected will be available as variables we can use in the email.

Once the rule is created, enable the option to Email each recipient in query results.

For the subject use something that begins with this:

[TICK: $ticknum] 

Having that code in the subject will allow the approver to respond to the email and make changes to the ticket.

For Column containing email addresses: use APPROVER_EMAIL

For the email message you can use variables found in the select statement, $summary is one of them. Here is an example of what one of our approval emails looks like:

Ticket $ticknum requires your approval.
Submitter: $submitter_fullname
Title: $title
Request: $summary

Most of the ticket fields will be available as variables. 

You can then include instructions on how the approver can approve or deny with an email, like this:

To approve this request, reply to this message with:

@approval=approved

To deny this request, reply to this message with:

@approval=denied

Any additional text in your message will be added as a comment to the ticket.

 

Answered 07/09/2019 by: chucksteel
Red Belt

0

Thank you for the answer.  I do have another question, how do I make this rule only run on the category selected?  I only want this rule to run when one category is selected.  I do not want it running on all tickets.


Thanks again.

Answered 07/09/2019 by: Ted S
Senior White Belt

  • When you create the rule using the wizard, it will ask you for the criteria, specify that category equals the desired category.

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