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how do we email the entire group of queue owners on a re-opened ticket

currently, if a user replies to a closed ticket, it will re-open the ticket and notify the ticket owner.  However, a technician may be on leave or might not work for the company anymore and no one else knows the ticket was re-opened if all open tickets aren't being monitored.  Is there a way to change this from ticket owner to all queue members getting the re-open notification?


Thanks!


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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt
1

If you have the ticket workflow set so that the status of the reopened ticket is "Reopened" when the enduser responds, then I suggest you build a simple ticket rule to send an email to a mailing list that contains everyone that needs to know. You may want to setup a s witch field so that the ticket rule only runs the once. To see how to do that see one of my other posts. I would also suggest that you setup the mailing list and store the email address in a custom field so that it is easy to pull that as a variable to send the email to. 


https://www.itninja.com/question/service-desk-rule-to-run-only-once


Comments:
  • I must be pretty dumb, because I don't follow this simple rule at all and I would also like to know how to do this. - StayAwayFromGrimace 2 weeks ago

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