I just started as Service Desk Manager and would like to receive an email upon each new ticket for all groups. I was able to create one but it was only sending the fact that there is a new ticket, but it didn't have ticket detail . I would like to see the ticket detail. Is there a way to do this without all of the techs receiving the email?
Hah, 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>Client Email: </b> <client_email></font>
That seems to be working.
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.
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).
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).
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.
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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