Email Queue Owners comments for all tickets in a queue

Does anyone have the sql for a custom ticket rule that emails all of the queue owners any comments that are submitted? We would want this rule fired on all incoming tickets so that any comments added to any ticket (regardless of the owner or if an owner has been assigned) are sent to a distribution list. We added a custom ticket rule to add a dl as a CC upon save but it seems a bit clunky and does not run on ticket creation (and subsequently misses comments added before the first save). Any help is appreciated! 

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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt

Much like I answered on this question


You would first need to create an email alias for a mailing list containing all queue owners.

Once you have that it is straightforward, use the ticket change table and select any tickets that have new comments added in the last 15 minutes and run the rule every 15 minutes, then use the latest update $ variable to add in to the ticket rule. 

  • Yes, this will send out the new comments but the 15 minute delay is too long and will unfortunately create inefficiencies for an eager service desk team. Looking for an option that is real time or as close as possible. - mjtomk 1 month ago
    • Sorry, that's a KACE issue the 15mins is the minimum cycle that's available. If you added a tick box to say "Inform Team" you could then run it on ticket save and get it instantly? - Hobbsy 4 weeks ago

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