10/02/2013 2286 views

Hello All,


Our k1000 Service Desk has been set up to send out email based on opened and closed tickets to the orginal opener. It also sends out emails for all tickets opened, updated, closed, or any other changes to a distribution list for all IT staffers. I am having a hard time coming up with a query to send out all updates (comments, catagory, etc) to the original opener and was looking for any suggestions or sample query scripts that could help with this.

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  • Are you looking for all updates to the ticket since creation or just the updates since the last email? From the way I'm reading the question, I take it that you are using custom rules instead of the "Email on Events" matrix?

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