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Level 8

Manager Emails

Hello,

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?

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Level 12

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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Level 8

Re: Manager Emails

Rick,

I've tried that but those emails don't have any Request Detail on them.

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Level 12

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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Level 12

Re: Manager Emails

Here's an example of the email we receive.

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And the recipients section on the ticket

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Our action rule uses a Modify Ticket task to add my email address to each ticket (at ticket creation).

ModifyTicket.JPG

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Level 12

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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Level 12

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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Level 12

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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Level 12

Re: Manager Emails

Does the rule evaluate the criteria on all ticket updates?

Capture.JPG

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Level 12

Re: Manager Emails

Yes

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