Email On-Call staff when a new ticket getes created by user
05/02/2017 1021 views
Does anyone have a rule that can email the IT on call when a user email help desk after hours or on weekends ?
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Create a Custom Ticket Rule
'email@example.com' AS ON_CALL
join HD_TICKET_CHANGE on
(HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
AND HD_TICKET_CHANGE.ID = <CHANGE_ID>)
DAYOFWEEK(CREATED) in (1,7)
# 1 = Sunday, 7 = Saturday
AND TIME(CREATED) >= TIME('8:00:00')
# at or after 8am
AND TIME(CREATED) <= TIME('17:00:00')
# before or at 5pm
AND HD_TICKET_CHANGE.DESCRIPTION like 'Ticket Created%'
# Only send email on creation of ticket
Check "Email each recipient in query results" and set "Column containing email addresses" to "ON_CALL". Then customize the email message as desired. You can look at the "IT Service Desk Email Notifications" to copy/paste or get ideas for crafting the email message using the columns in HD_TICKET as variables. Those details are located in Service Desk > Configuration > Queues > [your queue] > Customize Emails.
Finally, for "Frequency" select "on Ticket Save" and you're good to go!
Answered 05/04/2017 by: JasonEgg