Kace SMA: new ticket triggers email to a single address
Is there a way to configure my SMA so when a new ticket is created, an email is sent to the person I want to triage tickets?
Thanks
Answers (3)
Thank you for your feedback. Can anyone suggest the SQL code needed to do what I want? Sorry I wasn't more clear, this is the behavior I want to happen when a new ticket is created in a particular queue: a single person is sent an email to make them aware the ticket was created. The Default Owner setting worked but I thought I would try a more advanced option. Thank you!
Yes.
You really dont give much for us to go on here. Bottom line, with what you have supplied for information, you will need to use a sql rule.
if (whatever trigger you want to use) then send email to $emailaddress .Problem is, if you are sending notifications of all new tickets to owners, you will need to disable that and your rule will have to cover all types of tickets.
Just use the category to define who it is assigned to. If you customise your queue and look at the classic category view you have a default assignment column for every category.
Just add in the name of the analyst you want to deal with new tickets using that category and they will get it assigned to them.
This only works when the ticket is logged.
Comments:
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Agreed... if it is by category, there is an option to add a owner to be alerted. But when you do that, Im not sure if everyone gets notified on a new ticket if you have the checkbox clicked. We no longer use the default email notifications and use sql rules so we are not sending notification to too many people. Email bombing is a real problem we are working on because if we dont do it right, they wind up in a custom folder in Outlook and are not seen. - barchetta 1 year ago