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Level 8

Attach E-Mail Template to Alert

Hi all, is it possible to add a custom e-mail template to a status alert? I've set an alert on all tickets with On Hold status and Medium priority so that the tech gets a reminder e-mail 3 days before the Due Date, but the e-mail is so generic that it's not really of any use. Don't think this is do-able, but I might be missing something.

Thanks!

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2 Replies
Level 10

Here is an idea I can think of.. 

 

In action rules.. If the status is this generate email. Set your template there. 

 

Guess this works

 

 

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Level 8

Check out OPTIONS > TICKETS > STATUS TYPES. You'll need to enable client reminders.

You'll also set the interval for client (or tech) reminders under OPTIONS > TICKETS > PRIORITY TYPES & ALERTS

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