in one of our queue we've got the problem, if someone creates a ticket, there should be send an email to two people, and they need the ability to change the ticket owner. I've contacted our local Support but they can't help me with that kind of problem.

I know this is kind of special but our CEO persists on this feature.

Is there someone who realized something like this before? I don't have a lot of experience with customized ticket rules and in my opinion, this is a hard one.


Best regards

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  • So you need an email on ticket logging sending to two people? Is it always the same two people? And when they get the email they need to go into the ticket and set the ticket owner, is that correct?
  • The email Need to be send when the new ticket is saved for the first time. Yes they are always the same two People, to receive this email, and they need the ability to set a new owner for the ticket to make sure the right Person is working on that issue.
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You should be able to modify the instructions at http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket to get your desired results.
Answered 03/23/2016 by: grayematter
Fourth Degree Black Belt

  • Thank you, I'll check that.
  • Where did you get the updater Information in your SQL Statement? There is no table in our database with a similar name and I can't find anything where you changed this.
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