I have a rule to email a supervisor when a ticket sits in a status for too long. If I try to send the results to more than one person it doesn't send an email. Here's the query:

Select 'lwalters@wacoisd.org' AS LISA,

'cfrey@wacoisd.org' as CHARLIE,

OWNER.EMAIL AS OWNER_EMAIL,     -- $owner_email

S.NAME AS STATUS, T.ID AS ID, T.TITLE AS ISSUE,

U.FULL_NAME AS SUBMITTER, O.FULL_NAME AS OWNER,

T.CREATED AS CREATED, T.MODIFIED AS STALLED

FROM HD_TICKET T

JOIN HD_STATUS S ON (S.ID = T.HD_STATUS_ID)

JOIN USER U ON (U.ID = T.SUBMITTER_ID)

JOIN USER O ON (O.ID = T.OWNER_ID)

LEFT JOIN USER OWNER ON OWNER.ID = T.OWNER_ID

WHERE (S.NAME = 'New' AND DATEDIFF(NOW(), T.MODIFIED) = 20)

AND T.HD_QUEUE_ID = 1

 

In the Email Column Field if I put LISA, CHARLIE, OWNER_EMAIL it doesn't send an email. If I only put one email then it sends. Is there no way for it to email multiple people?

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Have you checked out this article?

http://www.itninja.com/question/multiple-email-address-formatting-in-rules

 

Answered 02/13/2013 by: nshah
Red Belt

  • Thanks. The CONCAT suggestion worked.
    • I lied... the CONCAT (email, email) as EMAILLIST was not working. Any other ideas? It works fine when i use a single address: 'user@company.com' as USEREMAIL.
      • I fixed it. I had a single quote in the wrong place. Put the whole list of emails within one set of single quotes and it works like a charm.
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