Scripting

We have a custom rule to notify queue owners that a ticket has been transferred to our queue (no "canned" email even rule available for this). I was able to fix our New Ticket from Portal notification by turning on Allow file attachments on outgoing email and updating the queue owner email on events. We want this same benefit when we are notified of a transferred ticket as many of our tickets come in with pictures of the issue rather than words describing the issue. What needs updated within the SQL select and does any variable, etc need added to the email message, ie - we have the below in the email we receive now, currently when there is picture, we get nothing but gibberish with the name of the picture somewhere in there in the summary field, so I feel like this is really just a SQL change, hopeful anyway. We use HTML for our notification emails to queue owners.

A ticket has been transferred to the $queue_name queue.
Title: $title
Submitter: $submitter_fname
Category: $category_name
Priority: $priority
Alternate Contact #: $ticket_custom_4_value


Summary: $summary

View the ticket here: https://itworks.wth.org/adminui/ticket?ID=$ticknum


You are receiving this email because you are included in the queue owner's group.