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KACE Product Support Question


Custom Ticket Rule Help: Email user on Custom user dropdown

01/15/2015 977 views
I have two custom fields(co-owner1, co-owner2, as type 'USER'  to allow submitter to pull down co owners to populate. I wish to e-mail co-owners on ticket creation. I need help generating the custom ticket rule.
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  • You could create a simple ticket rule that alerts when a value is selected and sends an email to the owner from within the ticket rule. However taking this approach there is a danger of email after email being sent. To stop this I would recommend using a "switch" to ensure that only a single email alert is sent. Put simply the "switch" field is a custom field which contains 0 (as default value) or 1 in terms of a single select dropdown.

    The ticket rule should be set to send the alert email if the value of the switch field is = 0 and then also set the switch field value to 1.

    To set this up you will need to make the switch field visible until you prove the rule works correctly and then once you hide the field, you should find that the rule will continue to work.

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