All,

I've noticed that when a ticket is created using the portal, my users don't receive an email until a change is made such as Owner, New, etc and then the notification is sent as a "ticket update" not created. I know that you can send notification when a user sends an email to the system but I would like to find out how to set it up so that it sends a ticket creation notification when using the portal.

Any thoughts?

Pat
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You need to write a custom ticket rule to run "On Ticket Save" to detect a newly created ticket - then send an email to the submitter. The SQL is going to be somewhat complicated, and I don't have such a rule I can copy out at the moment. Perhaps someone else on the forums has such a rule already created.

You may also want to check the Dell KACE Knowledgebase @ http://www.kace.com/support
There may be an article about creating such a rule.
Answered 08/15/2011 by: airwolf
Tenth Degree Black Belt

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Hey Pat,

I think this is what your looking for.

http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en

Answered 08/15/2011 by: dchristian
Red Belt

  • The link above has been lost. Does anyone know where it has moved too? I have created such a rule but it will only notify myTicket Owners group(via email) when a new Ticket is created from a user emailing the tech support address to the Trouble ticket queue. I would also like it to notify my Ticket Owners Group(via email) when a New Ticket is created from the User Portal as well.... any help is much appritiated. I am not the SQL guru I wish I was...

    Thanks in advance,
    • There was some extra text on the link that was breaking it but it's been cleaned off-- try now
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Thanks, David. I had a feeling there was a KB for this. [:)]
Answered 08/15/2011 by: airwolf
Tenth Degree Black Belt

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David,

that did it. I had seen that article while researching but never really "looked" at it. The very last portion is exactly what I needed. It works like a champ.

thanks for the help. It is truly appreciated.

Pat
Answered 08/16/2011 by: pkarr@mcallenisd.net
Senior Yellow Belt

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