/build/static/layout/Breadcrumb_cap_w.png
01/23/2018 1015 views
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   [ + ] Show comments

Comments

  • 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
  • Indeed, the CC category does not appear to be working. Would you mind sharing how your ticket rule is created?

All Answers

0
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
Answered 01/24/2018 by: Hobbsy
Red Belt

-1
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
Answered 01/23/2018 by: Hobbsy
Red Belt

  • 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.
  • 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.