Queue Customization: EMail notification when a ticket is opened
Is there a way to set up email notification on when a specific category of ticket is opened? I saw a notification on closure, but what about opening?
I thin I found a way with "Queue Email Settings"-> "Email on Events" option. is this the best option?
We have a custom ticket rule that sends an email out on ticket creation to a distribution list based on the submitters location. (We have 19 "markets" across the country and each has their own local tech support team).
You might be able to use this rule to send the email. I striped out all the locations and just left a single instance for example. This rule keys off a custom field which pulls the location of the user from their O365 account, (HD.TICKET.CUSTOM_FIELD_VALUE0) but I am sure you could key it off category value instead.
We have it set to run on ticket save.
,HD_TICKET.ID as ticket_id
,concat("TICK:", if(length(HD_TICKET.ID) < 4, lpad(HD_TICKET.ID, 4, 0), HD_TICKET.ID)) as ticket_number
,HD_TICKET.TITLE as ticket_title
,HD_TICKET.HTML_SUMMARY as ticket_summary
,CAT.NAME as ticket_category
,ifnull(SUBMITTER.FULL_NAME, "Unassigned") as ticket_submitter_name
,ifnull(SUBMITTER.EMAIL, "Unassigned") as ticket_submitter_email
,ifnull(OWNER.FULL_NAME, "Unassigned") as ticket_owner_name
,ifnull(OWNER.EMAIL, "Unassigned") as ticket_owner_email,
when HD_TICKET.CUSTOM_FIELD_VALUE0 = "location"
end as NEWTICKETEMAIL -- $newticketemail
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID AND C.ID=<CHANGE_ID>
JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
C.DESCRIPTION LIKE '%CREATED%'
GROUP BY HD_TICKET.ID
End Select SQL
Check box for "Email each recipient in Query result"Subject:Column containing email addresses:
$ticket_submitter_name has opened a ticket.
Do Not respond to this email as it will not update the ticket. Please log into KACE to update or view ticket.
From: $ticket_submitter_name ($ticket_submitter_email)
Opening Comment: $ticket_summary