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.
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.