Custom Rule to send email notifications to either the Category_CC with multiple emails or a static email list
I am unable to get the settings correct in the email settings to make sure that the category CC emails get a notification that a ticket was created with that category. I have tried the check boxes on the Service Desk Queue Email Settings. However, I found out there has been a defect entered on this problem since October of last year. So I am looking for a work around. The official work around from Quest is to only have one email address as the category CC. For us, the problem is that each category as two or three email addresses set for notifications. So I need to try to write a custom rule to get around these issues and make the system work the way we need it. The SQL appears to only allow for one email address in the NEWTICKETEMAIL column. I do not want to have to create up to 16 email distribution lists with two or three people on it and the same number of rules for each distribution list. I need the notification to go to specific people (more than one person and not the entire office distribution list). Is there a way to have the CC_LIST column on the HD_TICKET.CATEGORY table used for the sent to email in a custom rule or can we put more than one email in the NEWTICKETEMAIL column? If so, how? Will commas or semi colons work?
Note: I have already searched this forum and the only things I have found were from 2012, so they may not longer apply to the system. I can't imagine that no one else has ran into this issue since the defect was entered. Is there anything that anyone can provide that may help?