how do we email the entire group of queue owners on a re-opened ticket

currently, if a user replies to a closed ticket, it will re-open the ticket and notify the ticket owner.  However, a technician may be on leave or might not work for the company anymore and no one else knows the ticket was re-opened if all open tickets aren't being monitored.  Is there a way to change this from ticket owner to all queue members getting the re-open notification?


0 Comments   [ + ] Show comments

Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt

If you have the ticket workflow set so that the status of the reopened ticket is "Reopened" when the enduser responds, then I suggest you build a simple ticket rule to send an email to a mailing list that contains everyone that needs to know. You may want to setup a s witch field so that the ticket rule only runs the once. To see how to do that see one of my other posts. I would also suggest that you setup the mailing list and store the email address in a custom field so that it is easy to pull that as a variable to send the email to. 


  • I must be pretty dumb, because I don't follow this simple rule at all and I would also like to know how to do this. - StayAwayFromGrimace 3 weeks ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ