Automatic Emails Upon Ticket Creation

david.surbey · 2013-03-01 17:20:17

Right now the end user gets emails once the ticket is created but I'm not sure how to set it up so that the technician also get an email.

Any idea?

danh · 2013-03-01 19:24:26

Check your notifications under Setup

david.surbey · 2013-03-05 22:58:28

Thanks for the pointer @Danh.

But, I now have a different problem. I cannot get an email when the ticket is created without pointing it to a specific group (Example - I can get it to email any time a ticket is created if I assign it to email Group A). But, I don't want everything going to Group A. Perhaps I want tickets with a Passwords category going to A upon creation but I want I'd like the Email Problem category going to B.

I want the ticket to email the manager of the group that the category is linked to upon creation but it won't do it. When I look at Notifications ->Notifications -> New Ticket, I have many options to email but none of them appear to work. The closest is "Manager- Group in Charge of Ticket" but it doesn't work because the ticket isn't assigned to a group yet.

Perhaps I can get the ticket to assign to a group based on a selected category? I tried looking to modify the template but I can't find where to add new fields.

Any thoughts?

danh · 2013-03-05 23:02:02

That's handles by the notifications. You have to select who or what group gets emails

Last edited by danh (2013-03-05 23:03:37)

danh · 2013-03-05 23:05:50

You would select requester or assigned technician

david.surbey · 2013-03-05 23:52:40

I thought that but it didn't work because no person is assigned to a ticket until someone comes in and assigns them. How do you assign a technician immediately upon ticket creation based on which category?

danh · 2013-03-06 00:23:51

You can do that through business rules.

david.surbey · 2013-03-06 00:29:40

Is that under a specific section? I'm not seeing it and searching on it in the system doesn't return a result...

david.surbey · 2013-03-06 00:30:13

Nevermind, I think I found it. thanks @DanH!

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#1 2013-03-01 17:20:17

Automatic Emails Upon Ticket Creation

#2 2013-03-01 19:24:26

Re: Automatic Emails Upon Ticket Creation

#3 2013-03-05 22:58:28

Re: Automatic Emails Upon Ticket Creation

#4 2013-03-05 23:02:02

Re: Automatic Emails Upon Ticket Creation

#5 2013-03-05 23:05:50

Re: Automatic Emails Upon Ticket Creation

#6 2013-03-05 23:52:40

Re: Automatic Emails Upon Ticket Creation

#7 2013-03-06 00:23:51

Re: Automatic Emails Upon Ticket Creation

#8 2013-03-06 00:29:40

Re: Automatic Emails Upon Ticket Creation

#9 2013-03-06 00:30:13

Re: Automatic Emails Upon Ticket Creation

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