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Hello everyone,
I'm wondering if the following rule would be possible.
We already have a rule that a technician group is assigned automatically regarding the chosen category. That works great.
I'm wondering if it would be possible as well to create a rule to send a specific template to the user, once we assigned the ticket to a specific technician.
Did anyone already did this or know if this would be possible?
Jo
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Update: I've created a rule, adding criterias for every technician (by using "or"), and as action to send a folowup template and setting the status to pending. But it doesn't seem to work.
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New update. I thought it didn't work, but apparently it does if you create a ticket and someone is assigned immediately. If you assign someone after the ticket was created, nothing happens. This is kind of unfortunate. Does anyone have a solution for this?
Jo
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Sounds like the rule is set to "new items" and not to "new items/updated items"?
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Dear Rafumel1774, thank you for your reply. Where exactly can I change this? Or do I need to create a new rule for this?
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Sorry, found it. Thank you very much. It's working now!
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I'm sorry, apparantly it isn't solved completely. In the ticket, I see the template appear. But no mail is being sent. In the rule I've set "Followup template'" when I assign a technician. Shouldn't this be enough? What am I missing here?
Jo
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"I see the template appear. But no mail is being sent"
Is the template set to private?
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"I see the template appear. But no mail is being sent"
Is the template set to private?
No it's not set to private. In this test case, it should being sent to myself.
For the time being I've disabled it. But if there is a way to get it working, it would be great.
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Aha! Try with another user!
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/front/preference.php -> Personalization -> Notifications for my changes MIGHT be related
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/front/preference.php -> Personalization -> Notifications for my changes MIGHT be related
Do you mean in the code itself?
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No, GUI
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OK, for me it's set to "Yes", which should be this way, if I'm not mistaken. Other, normal, followups come through without any problem.
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For now, I've disabled it as it doesn't seem to work (yet).
If someone should have a great idea, please don't hesitate.
Jo
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