I used the SQL template to get the new ticket notification emails here: 

It's working but I would like to only get new ticket emails if the ticket is not assigned to any technician. Basically my users CANNOT assign a technician to a ticket (the field is hidden to them) and would like to get an email when they open tickets. But when a technician opens a ticket and assigns it to himself we don't want to get an email notification since he has already assigned it to himself and therefore taken ownership of it. Right now we are getting too many new ticket emails that are already taken care of. Can this be modified to make it work like this?

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  • No one? Anyone?
  • You could use what I call a hidden switch field and custom rules to alert. You create a custom field with values of 0 and 1 available, and a default of 0. When the ticket is logged, the status is new, the switch value is equal to 0 and the owner is equal to null, get the ticket rule to set the switch value to 1. You can then configure the rule to send an alert email and turn off the generic new ticket alert.

    To set this up, configure with the custom switch field visible, once it is working as required, simply hide the custom switch field.
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