Send emails to user named in a custom ticket field
I have created a "requestor" field in my service desk that links to the users table. This field is meant to function much like the fixed submitter field but in using it, I can restrict user access to submit tickets to particular queues while still allowing the technicians to place tickets on their behalf into those queues.
The field itself works fine but I need for the same emails that ordinarily are sent to submitters on ticket creation, closure, etc. to send instead to the user named in this requestor field. I am sure I need a custom rule to do this but I can't think of how to link it specifically to the email address connected to the user in the custom field.
Answer Chosen by the Author
The custom field is most likely storing the user ID in the database so you can use that to link to the user table. If the custom field is field 1 then the column in the database will be CUSTOM_FIELD_VALUE0, custom field 2 is CUSTOM_FIELD_VALUE1, etc.
The join to the user table would look like this:
JOIN USER REQUESTOR on REQUESTOR.ID = HD_TICKET.CUSTOM_FIELD_VALUE0
In the select portion of the query you can get the email address like this:
REQUESTOR.EMAIL as REQUESTOR_EMAIL
For the rule the column containing the email address then becomes REQUESTOR_EMAIL.
Answered 12/01/2015 by: chucksteel
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