Hi all, our company doesn't have a SQL person and I am trying to use the wizard to create a rule that will email the customer when any modifications are made to the ticket. More specifically, when any comments or work is performed, I want the user to get an email. So far, I am striking out on what I've tried. The answer seems to be a sea of SQL commands, but I dont speak SQL. Would one of you be willing to help a desperate non-SQL guy?


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  • We are sending and receiving messages from the K1000 box and all options for "Owner" are checked in the "Email on Events" page. I'll try changing it for the "Submitter" and see if it works. Thank you for your help. I will report in with my findings!
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If you are able to confirm that your K1 is sending and receiving email then that is step one confirmed.

Why do you not just check "All Changes" in the Email Matrix under Requestor, that would then inform the customer of any changes within the ticket via email and you can edit the template to say whatever you need to?

If you want to be more specific you can use a ticket rule to monitor when a change occurs and the send an email for every record found with the change. That is where it gets a little more challenging on the MYSQL front, but it is not impossible to work out.

Answered 02/11/2015 by: Hobbsy
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If the customer is the submitter of the ticket then make sure all the boxes are checked in the queue for the submitter for Email on Events.

Service Desk > Configuration > Queues > 'Queue Name' > Email on Events section
Answered 02/11/2015 by: h2opolo25
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