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Task Elements

zephyr223

Good Afternoon,

We have a task with 9 elements. We would like to cc someone other than the tech when task 7 is run.

So the tech receives a ticket but a client will also receive a copy of that particular ticket/task.

Is that possible?

Thanks in advance for the feedback.

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zephyr223

Just updating my wording. I meant to type ELEMENT 7 of the task instead of TASK 7.

kellytice

I don't think there is an "easy button" out-of-the-box config for that use case since the Task Element definition doesn't appear to have a CC: field.
I will, however, try to answer with a way that may work for you.

Here I have created a Task (Setup → Tickets → Tasks) and within that Task I have defined 7 Task Elements.
For those that aren't familiar with this concept, each Task Element is essentially a definition for a ticket that will be created when this Task is executed. So, in this case when I run this task it will generate all 7 Task Elements into individual tickets.

Now, let's say I want to send an email to someone when the 3rd Task Element there fires off.
If I look at the definition of that 3rd Task Element, you can see that the subject contains the text "Configure Office/Cube". This will be important in a minute when i define my Action Rule.

Separate from that Task, I have also created an Action Rule (Setup → Processes → Action Rules) that, on the first tab of configuration, is set to ONLY fire at ticket creation

And on the 2nd tab of that Action Rule, I've defined the 'trigger' (Criteria) to narrow down what would fire off this rule to be only tickets which have the text "Configure Office" in the Subject field. This corresponds to the 3rd Task Element that we looked at earlier.

And lastly on the 3rd tab (Actions) I have defined, I am telling the Action Rule to send an email if the info on the first 2 tabs is matched (new ticket creation only; subject contains 'Configure Office'). I've defined what the subject will look like as well as what info to include in the body of the resulting email:

OK, so now I have gone and created a new hire ticket which ran my New Employee Task, which in turn generated the Task Elements that we saw earlier as tickets. The way that I have my system set up, they all became child tickets of the 'main' New Employee ticket.

If I then open up the 3rd ticket in that list (ticket 117) and look in the Ticket History section, I can see that the Action Rule did fire off and successfully kick off the Action of trying to send the email as I defined it earlier:

—————————————
That above is the one example of the Action you can take when you have an Action Rule defined.
In addition to (or instead of) that action of sending an email from the Action Rule, you can tell the Action Rule to Modify the ticket that was generated.
If you do that, you can specify to add someone to the CC: line of the ticket. That's what I've done here; the Action is set to "Modify Ticket" and then I hit Edit to open up the dialog and scrolled to the bottom, where I have told it to add the email address Important_Person@MyOrganization.com to the CC: line:

Now, I'll admit that I don't know if this 2nd option would be enough for what you want to do. More specifically, I don't know if just doing this CC: thing would email the user about the ticket creation itself or if this is just adding the email to the CC: line after the initial ticket creation
If it is the latter case, I don't think the recipient would get a mail at ticket creation (but might get emails about later updates to the ticket as long as the Tech didn't remove the CC:.

That's a long-winded way of saying that you might try doing just this Modify ticket option and test it out, but if it isn't sending that initial mail like you wanted, you might have to do both the Send E-Mail Action and the Modify Ticket Action in your Action Rule.
Hopefully that made sense and wasn't too confusing :)

zephyr223

Good Morning,

Thank you so much for taking the time to document this. I am very very grateful. I initially thought of how the Action Rule would work in conjunction with the Element but had no clue on how to configure.

I will try to configure this at some point in time between today and Monday and give feedback on it. You did an excellent job in breaking down the steps, so I should be able to follow.

Again, wow, I do appreciate your time.