Hey'all. I am looking for a way to send User Satisfaction Surveys to an e-mail address instead of to the Tick Owner's email. Can this be done through a custom ticket rule or some other way?
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Anyone?
Answered 04/15/2011 by: dyehardfan
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Hey Dyehard,

This could be done with a custom help desk rule.

Your going to write a rule that's run on ticket save.

The criteria is going to be looking at HD_TICKET_CHANGE.

Your going to be looking for a description where the status changes to close.

Try putting something together, and post the results.

We'll help if you get stuck.
Answered 04/18/2011 by: dchristian
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I have ZERO SQL experience and honestly don't know where to start. Let me run through the wizard for a minute and see what I can come up with.

ORIGINAL: dchristian

Hey Dyehard,

This could be done with a custom help desk rule.

Your going to write a rule that's run on ticket save.

The criteria is going to be looking at HD_TICKET_CHANGE.

Your going to be looking for a description where the status changes to close.

Try putting something together, and post the results.

We'll help if you get stuck.
Answered 04/27/2011 by: dyehardfan
Second Degree Blue Belt

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Yep...completely baffled. I know the logic of what I am trying to accomplish, but do not understand the underlying mechanisms and syntax to make it happen.

I understand where you're coming from saying that is an action that needs happen at ticket close. What I need is @ Ticket Close Send Satisfaction Survey that the response to will be sent to a designated Manager Account instead of the Ticket Owner's account....
Answered 04/27/2011 by: dyehardfan
Second Degree Blue Belt

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