I am setting up a ticket queue to be used exclusively by out web site time (a mix of marketing and IT) to log incoming issues with the web site.

How can I go about having each selected person be notified when an issue is entered or closed. The person who configured the default service desk is no longer with the company, and I have been asked to set up this new queue.

I will need a group of 3 or 4 people to be notified when a ticket is entered in this queue, changed, or closed.

Any advice on this would surely help a lot.

Thank you!

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Community Chosen Answer


Answered 12/11/2013 by: nshah
Red Belt

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If all members of the group need to be notified on every change (create, update, close), you also might want to check http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket for some insights.  That link is specifically for new tickets, but can be modified to target all changes.  That link also does not rely on manually setting category cc fields.

However if the target group varies by category, that would be an ideal use for the category cc solution posed in the KB article.

Answered 12/12/2013 by: grayematter
Fifth Degree Black Belt

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