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Re: Manager Emails
You could create an action rule that would add your email address to the CC or BCC field of every ticket. The rule triggering is at ticket creation.
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Re: Manager Emails
Strange. In our setup the CC and BCC get a copy with the same format and detail as the tech receives. I will post some screenshots in the discussion thread later this morning.
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Re: Manager Emails
Here's an example of the email we receive.
And the recipients section on the ticket
Our action rule uses a Modify Ticket task to add my email address to each ticket (at ticket creation).
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Re: Manager Emails
I must be missing something too because this has never worked for me. As far as I can tell the only thing the Modify ticket action above does is to set the default email recipients on the ticket but doesn't email the ticket on creation to those recipients. The Send Email action does but you have to build the fields you want in the email and it doesn't include the Request Detail field (probably the most important one).
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Re: Manager Emails
What do you have setup in the rule triggering section of the action rule and the criteria tab?
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Re: Manager Emails
I have a noisy manager and I want to know when he puts a ticket in. Action rule criteria is his username and triggering is at ticket creation.
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Re: Manager Emails
I'm not sure what else to look at or try. This action rule setup is working for us. Suggest a call to WHD support. Sorry !
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Re: Manager Emails
So, just so I understand, the process you use sends the full ticket email to the people you specify as CC or BCC upon ticket creation in the action rule? I've been down the support road with them about this and was told it didn't work that way but I have found that we usually know more than them.
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Re: Manager Emails
1 of 1 people found this helpfulHah, it is always the last thing you try.
I think I cracked the code.
I set it up for on ticket creation, criteria is is within the last minute and ticket is open and send email using this code:
<p align=center><b><font size="2">A Ticket (<a href="http://corphelpdesk01/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=<ticket_id>"><ticket_id></a>) has been opened!</font></b></p>
<b><font size="2">Subject:</b>
<subject>
<b>Description:</b>
<report>
<b>Client:</b> <client>
<b>Client Email: </b> <client_email></font>
That seems to be working.
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Re: Manager Emails
Thanks, this worked but it shouldn't be this hard to get an email with ticket information. Instead of building the email field by field there should be a checkbox to just send the ticket.
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