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Helpdesk Rule to send email to owner on ticket creation

Hi, im new to custom rules and pretty much a SQL novice. I was wondering if any knew how to get the Kbox to send an email to the ticket owner(someone in IT) as soon as a ticket in their category is opened. Otherwise any other help with the custom rules creatiuon would be appreciated. Thanks!

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Answers (2)

Posted by: ustacp 13 years ago
Second Degree Blue Belt
0
You can do that on the Email on Events section in the helpdesk customization area under queues. You will need to make sure you add a default owner to each category that you would like the email to go to.
Posted by: GillySpy 13 years ago
7th Degree Black Belt
0
This sounds like what the category cc feature does.

If you ONLY want an email the moment it is open and assigned to that category then you will need a rule. Your rule would be similar to this FAQ except your query would include a check of the category and you would notify the default category owner. Sounds like you'll need some help with the SQL. If I can get to it I'll post something here but give it a shot based on that verbal description
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