I am setting up a queue that will receive a ticket. This email  will be checked by the workers and then on close it the ticket with all information needs to be sent to an automation user we have set up. I am at a lose on how to accomplish this. The email on close function doesn't look like it will work for us. The work flow look s like this

Service Desk will always receive email from User/System A

Once Service desk Receives it .They  checks/verifies  information and then closes ticket.

On Ticket close,  all information (original info in body of email and comments) need to be email to User/System B


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If the email on close function won't work for you then you'll have to write a custom ticket rule to do this. The rules wizard should get you most of the way there, although it won't include all of the comments on the ticket.

Answered 01/28/2013 by: chucksteel
Red Belt

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