'Email on event' rules are a little too dumb - help creating custom rule for email when comment made.
Hi, I find the built-in 'email on event' rules too basic and a little dumb in some respects. For example, if you tick the box to notify just the submitter of a comment then even if the sumbitter makes the comment (by email in this example), then an email alert is generated back to the submitter notifying them of the comment. Duh KACE, the client knows about this comment, they just made it!
Also, even though you may only tick one box, the email alert will still list all the changes made to the ticket within the time frame of that notification which I don't want.
For this reason, on all my queues, I have all but one of the factory 'email on event' rules disabled and have replaced them with custom rules. Unfortunately I am not clever enough at SQL to create my latest one and am after some help.
I will place a custom field on the queue called 'Send to client' and it's type will be set to 'Note' to give it the big text box.
The rule I want from that field is:
-If 'Send to client' contains text (or is not null), send that text to the client by email, appended with something like "Hello, the IT staff member working on your helpdesk ticket has sent the below message to you which may require a response."
-If the client responds to that message, paste the contents into the ticket as a 'Comment' and also email the assignee to let them know of the response, again appended with something like "The client has responded to a message you sent them via ticket number <ticknum>. The response was: <text>."
That's it. It means I don't have to enable every comment being sent to the client and only the required email notifications and updates will be recieved.
Appreciate any help in creating this rule.
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