Auto Assign New Ticket and Email the Owner
Hopefully this will be a pretty straight forward question and not too difficult to answer. I happen to be one of those people that just can’t understand writing SQL queries. I’ve tried and just can’t grasp it.
What I’m trying to do is have tickets auto assigned to users based on the category the submitter puts within the ticket. That part is pretty easy to do and can be done in the category values within the ticket rules. What I’d like to happen after the ticket is auto assigned is to email that user and say “hey you got a new ticket” automatically. I’ve been successful to create the ticket with an “unassigned” user and when I assign the user manual they get an email. But, I haven’t been able to get the process to work automatically without any user interaction.
Any help would be grateful.
Several existing articles can help answer the question: http://www.itninja.com/question/email-owner-on-ticket-creation http://www.kace.com/support/resources/kb/article/How-To-Notify-Any-User-or-Group-by-Email-When-a-New-Help-Desk