Users are not receiving emails
Users are not receiving emails when ticket to assigned to them.
any custom/rules to do this? pls share if any
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Answers (2)
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Posted by:
Ericenri
7 years ago
Verify in Email on Events (Service Desk | Configuration | Queues | Choose queue and then scroll down) and make sure the respective checkbox is enabled.
Posted by:
svmay
7 years ago
or make it with a custom rule.
http://www.itninja.com/question/dell-k1000-service-desk-ticket-rule-send-mail-to-new-owner
http://www.itninja.com/question/kace-sending-new-owner-an-email-when-ticket-is-re-assigned
sql-select:
send an email to..
subject: column with mail adress:
mail:
http://www.itninja.com/question/dell-k1000-service-desk-ticket-rule-send-mail-to-new-owner
http://www.itninja.com/question/kace-sending-new-owner-an-email-when-ticket-is-re-assigned
sql-select:
| SELECT HD_TICKET.ID, HD_TICKET.ID AS TICKNUM, HD_TICKET.TITLE, HD_TICKET.SUMMARY, DATE_FORMAT(HD_TICKET.CREATED, '%b %d %Y %I:%i:%s %p') AS CREATED, DATE_FORMAT(HD_TICKET.MODIFIED, '%b %d %Y %I:%i:%s %p') AS MODIFIED, C.COMMENT, C.DESCRIPTION, GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL, ' at ', H.TIMESTAMP, ' ----- ', H.DESCRIPTION, ' ', H.COMMENT, ' Please see your ticket at http://kbox/userui/ticket.php?ID=', H.HD_TICKET_ID, ' ') ORDER BY H.ID DESC SEPARATOR ' ') HISTORY, UPDATER.USER_NAME AS UPDATER_UNAME, UPDATER.FULL_NAME AS UPDATER_FNAME, UPDATER.EMAIL AS UPDATER_EMAIL, IF(UPDATER.FULL_NAME = '', UPDATER.USER_NAME, UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, OWNER.USER_NAME AS OWNER_UNAME, OWNER.FULL_NAME AS OWNER_FNAME, OWNER.EMAIL AS OWNER_EMAIL, IFNULL(OWNER.USER_NAME, 'Unassigned') OWNER_USER, SUBMITTER.USER_NAME AS SUBMITTER_UNAME, SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, SUBMITTER.EMAIL AS SUBMITTER_EMAIL, P.NAME AS PRIORITY, S.NAME AS STATUS, I.NAME AS IMPACT, CAT.NAME AS CATEGORY, HD_QUEUE.NAME AS QUEUENAME FROM HD_TICKET JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID AND C.ID = <CHANGE_ID> JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID JOIN HD_PRIORITY P ON P.ID = HD_PRIORITY_ID JOIN HD_STATUS S ON S.ID = HD_STATUS_ID JOIN HD_IMPACT I ON I.ID = HD_IMPACT_ID JOIN HD_CATEGORY CAT ON CAT.ID = HD_CATEGORY_ID LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID JOIN HD_QUEUE ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE.ID WHERE (C.DESCRIPTION LIKE '%Changed ticket Owner%') and OWNER.USER_NAME is not null HAVING 1 = 1 |
subject: column with mail adress:
| [TICKET-ID:$id] Ownership was transferred to you. | OWNER_EMAIL |
| Your email text. |
