Hi,

 

Is it possible to email a group of people (mailing list) when a unassigned ticket is transfered from a queue to another queue ? Let me explain, currently I've 5 different queues (ex.: A, B, C, D and E). By default, when someone submit a request by email, it will be automatically created in queue A. Sometime, we need to move this "new unassigned ticket" to another queue using the ticket action "move to queue...". So if we move a ticket from queue A to queue B, I want to advise (by email) my technicians who's in charge of queue B that a new ticket has arrive in their queue. 

How can I do that ? :)

Thx in advance for your help, 

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You might want to check this FAQ out.

 

http://www.kace.com/support/resources/kb/solutiondetail?sol=SOL111222&action=artikel&cat=8&id=613&artlang=en

 

Answered 05/15/2014 by: nshah
Red Belt

  • Hi nshah, thx for the response. I already use this rule to notify people when a new ticket is created in a specific queue. I'm looking for a rule that will advise technician from queue B for example when a ticket is moved in their queue from queue A ... unless I've to use the same rule and modify something in it ? Right now if my technician from queue B don't refresh their view in their service desk queue, they won't know that a new unassigned ticket (from queue A) is now in their queue ....
    • Sound good. Also 6.0 and cant recall if 5.5 had it but the tickets tab has the ability to set a auto refresh down to every 5 seconds.
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For the scenario you are describing, take a look at

http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket

That should get you started.

Answered 05/16/2014 by: grayematter
Fourth Degree Black Belt

  • Thx grayematter. Stupid question (I'm a noob regarding SQL rule in Kace) ... Do I need to create this kind of rule in each queue where a possible ticket can be moved ? Thx again for your help !
    • Yes, this rule must be in each of the target queues. It does not need to be in the source queue (unless it is also a target queue as well).
      • Thx for the reply. It's probably a stupid question, but if I want to send an email to a static distribution list instead of the people in my "ticket owner label" ... How can I do that ?

        Thx,
      • You can set a manual list of recipients into a manually created label and adjust the query to pull the membership of that label. If you want to restrict the recipient list to certain members of the Ticket Owners labels, add to the WHERE clause:
        and OLIST.EMAIL in ('tech1@email.com', 'tech2@email.com')

        Or you can hard code the list of recipients into the query. It is possible, but I just don't have a working sample.
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