How to send the e-mail on ticket creation to approvers only ?


I want users with the "IntervTech" label to be able to be selected as the ticket owner, but not all of them should receive the ticket creation email.
Only users with the label "AdminIntervTech" should receive the ticket creation email so that they can then assign it to a user with the label "IntervTech".
Users with the label "AdminIntervTech" also have the label "IntervTech" (they can be owner of a ticket).


The event matrix :


Owners do not receive emails when a ticket is created.
Approvers are supposed to receive them, but they don't.
How can I make this work?

Thank you in advance for your help.


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Answers (2)

Answer Summary:
Posted by: Corine MARCON 11 months ago
White Belt

Top Answer

Thank you Hobbsy.

Quest support finally advised me to use the Category CC list :


And then to tick the cases in the events matrix :


And, it works.

I keep your advice in mind just in case :).


Posted by: Hobbsy 1 year ago
Red Belt

Surely you need to tick the boxes Nouveau Ticket par email and Nouveau Ticket par le portal under the Approbatuer column?

If that means that every ticket that is logged the approver gets an email, even if they are not the approver, then you will need to talk to Quest to "fix" that one.

Alternatively, you will need to use a ticket rule to send a single email to the approver when they are selected.

  • Thank you for your answer.
    The boxes are ticked.
    I talk to Quest some weeks ago, I don't have an answer yet. So I hoped someone here could help me.
    In that configuration, only the "Emetteur" receive the email when (s)he creates a new ticket.
    And we don't need approvers to approve anything. It was just a way to allow only some people of a service to receive the creation ticket email.

    Regards. - Corine MARCON 1 year ago
    • Corine, set this up as a ticket rule then, first create a mailing list to those analysts you want to get the alert, then create the ticket rule to send an email when any ticket is new, to the list. Also use a custom field as a "lock" field so that the email only goes once.....simple. If you need a hand just shout - Hobbsy 11 months ago
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