5 Replies Latest reply on Oct 10, 2013 3:04 PM by tscislaw

How to CC manager on all employee tickets?

mkubala Oct 9, 2013 1:36 PM

We have a manager who would like to get notified when one of his employees enters a ticket. He doesn't need to be a tech. He just needs to get CC'd on some tickets to monitor them. Is there a way to set up something like this? We are using Web Help Desk 9.2.3.7.

Re: How to CC manager on all employee tickets?

kjette Oct 10, 2013 6:20 AM (in response to mkubala)

How many employees are we talking about? If its not too many maybe you could create a custom field for Manager on the Client profile and add his name to it. Then create a rule to to email him when a ticket is created with his name in the Managers field. Also, I would encourage you to upgrade to the most recent version of WHD.
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- Re: How to CC manager on all employee tickets?
  
  mkubala Oct 10, 2013 10:43 AM (in response to kjette)
  
  Thanks for the reply. I'm in the process of upgrading to the most recent version of WHD now. Once I'm done I will look into creating that manager field. Is there a way to automate the manager selection by any chance?
  
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  - Re: How to CC manager on all employee tickets?
    
    kjette Oct 10, 2013 10:52 AM (in response to mkubala)
    
    Again depending on how many employees we're taking about you could create a Bulk Action and run it against all of the affected Clients.
    
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    - Re: How to CC manager on all employee tickets?
      
      mkubala Oct 10, 2013 12:50 PM (in response to kjette)
      
      Thanks I will look into doing that.
      
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Re: How to CC manager on all employee tickets?

tscislaw Oct 10, 2013 3:04 PM (in response to mkubala)

If you have that manager's employees in a Department or Location you could use a Processes Action Rule. Have the rule triggered at ticket creation by the client. The criteria could be "Department is xxxxx". Then the action could be Send Email to that manager.
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