Hi, im new to custom rules and pretty much a SQL novice. I was wondering if any knew how to get the Kbox to send an email to the ticket owner(someone in IT) as soon as a ticket in their category is opened. Otherwise any other help with the custom rules creatiuon would be appreciated. Thanks!
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You can do that on the Email on Events section in the helpdesk customization area under queues. You will need to make sure you add a default owner to each category that you would like the email to go to.
Answered 06/30/2010 by: ustacp
Second Degree Blue Belt

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This sounds like what the category cc feature does.

If you ONLY want an email the moment it is open and assigned to that category then you will need a rule. Your rule would be similar to this FAQ except your query would include a check of the category and you would notify the default category owner. Sounds like you'll need some help with the SQL. If I can get to it I'll post something here but give it a shot based on that verbal description
Answered 07/02/2010 by: GillySpy
Seventh Degree Black Belt

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