Systems Management

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.

Select SQL

select

  distinct HD_TICKET.ID

  ,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,

case 

when HD_TICKET.CUSTOM_FIELD_VALUE0 = "location"

      then "distibutionlist@email.com"

    end as NEWTICKETEMAIL -- $newticketemail

from HD_TICKET 

      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

where 

    C.DESCRIPTION LIKE '%CREATED%'

    GROUP BY HD_TICKET.ID

    HAVING 1=1

End Select SQL

Check box for "Email each recipient in Query result"

Or if it is the same tech that needs to be told a specific type of ticket has been logged use the 'cclist' field against the specific category in the Queue Setup