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Re: Manager Emails
rodegard Dec 11, 2017 3:56 PM (in response to mmartel)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
mmartel Dec 12, 2017 9:33 AM (in response to rodegard)Rick,
I've tried that but those emails don't have any Request Detail on them.
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Re: Manager Emails
rodegard Dec 12, 2017 9:46 AM (in response to mmartel)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
kjette Dec 14, 2017 8:21 AM (in response to rodegard)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
rodegard Dec 14, 2017 8:26 AM (in response to kjette)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
kjette Dec 14, 2017 8:58 AM (in response to rodegard)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
rodegard Dec 14, 2017 10:00 AM (in response to kjette)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
kjette Dec 14, 2017 10:09 AM (in response to rodegard)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
mmartel Dec 14, 2017 9:42 AM (in response to mmartel)I'm still struggling with this. For some reason I still don't get the emails.
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Re: Manager Emails
rodegard Dec 14, 2017 10:00 AM (in response to mmartel)I'm not sure what else to look at or try. Suggest a call to WHD support. Sorry !
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Re: Manager Emails
mmartel Dec 14, 2017 10:12 AM (in response to rodegard)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
kjette Dec 14, 2017 10:29 AM (in response to mmartel)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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Re: Manager Emails
rodegard Dec 14, 2017 10:39 AM (in response to mmartel)Glad you got this to work. I agree it should be easier !
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