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Change Control and emails

Can anyone tell me if theres a better way to do this? Its one of my biggest frustrations with WHD. We use many Custom Fields so I can gather information from forms on the self service portal and an important one is Change Control. Once its approved I have an action rule send it to a Change Control distro containing stakeholders. To do this I have to build the action rule email by custom field display order #s. Example:

Start Date: <custom_1>

Start Time: <custom_2>

Completion: <custom_3>

End Time: <Custom_4>

If I want to add a new field under Start Time (or just change the order they are displayed on the form), I have to change the actual display order # of the custom field to 3, so now Completion becomes <custom_4> because it changes the rest down the line. Now all my subsequent action rule emails are displaying the wrong field so I have to manually change all of them.

I hope this makes sense. The way this has to be done is really bad and should use Field Name instead of display order #. Maybe I'm doing it wrong or maybe theres a better way.

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rodegard

I will offer an alternative. We have an action rule that checks for approval of key request types. When an approval is found, we modify the ticket to add a distribution list to the CC: field on the ticket. Every member of the distribution list gets a copy of the ticket that also shows the custom fields.

kjette

Thanks. I've tried this in the past and was never able to get it to work like I need. Does it automatically send for you when the action rule runs? Thats what I need it to do. I need the email to be sent after approval with no manual interaction. Maybe I'm doing it wrong:

In the action rule Actions tab\Recipients I've selected Change To:, Selected CC and added the address. The action rule modifies the ticket but never sends the email to the CC address

fluffy_midnight

An Action Rule won't trigger an email to be sent, it will allow you to modify bits of tickets.

You can set an Action Rule to send an email but it won't be as detailed as you seem to be wanting.

kjette

I've been doing it this way for a long time and wanted a better looking email sent by an action rule. I have to send this email out to a group of managers\execs and the email an action rule generates looks highly unprofessional and I've had some uncomfortable questions about it like "we're paying this money every year, why can't they fix this?"

rodegard

This is how I setup our action rule. Did you click on the check box next to Cc: ?

fluffy_midnight

He's on about sending the email via the Action Rule rather than having to send it himself.

As he's explained, he can add the email into the CC or BCC field accordingly with the Action Rule but then it won't send an updated email as it's the system updating the ticket.

kjette

Thanks everyone. I pretty much knew the answer but figured I'd throw it out there.