We have 2 queues in place, Helpdesk and Infrastructure. All our tickets are sent to the helpdesk queue by default. What I want is when the helpdesk team moves the ticket to the Infrastructure queue, I want an email sent out to the Infrastructure team so we know that there is a new ticket. Is there anyway to do this?

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Answered 04/19/2017 by: grayematter
Fifth Degree Black Belt

  • wow! did you create this rule under helpdesk queue? Or does it matter under which queue I add this custom rule?
    • Put this rule under any queue that you want to enable notifications for new or moved unassigned tickets. The way I wrote this rule, you can put the same code in any queue and it should work.
      • do I have to edit the rule? Based on what I write I can pretty much copy paste it. However, after doing that I entered my email address in "Column containing email addresses:" field and I tested it. It did not send me an email after I moved a test ticket from helpdesk queue to infrastructure queue. Any ideas?
      • The rule pulls the email recipient list from the addresses of those who are potential ticket owners in the queue. What version of the K1000 are you on? I know this works through 6.4.
      • Hi, Can you please verify that your script works on 7.1? I was considering updating from 6.4 but if this script breaks I rather not upgrade. Please let me know.
      • We are currently running on 6.4. We may be upgrading to 7.1 later this summer. The significant database changes have held us back as we have lots of custom reports and rules that need to be tested/updated.
      • Oh alright well then I'll reach back later this summer. This script really allowed us to open more queues for different departments and they're using this now because of the email notifications. I'm afraid of it breaking after upgrade since so many departments depend on this.
      • Hi, Just following up to see if you've updated your Kace from 6.4? And did this rule break?
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