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.
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