I want to create a rule that will send an email to a group of persons when a new ticket is created and a custom field (checkbox) is not check.

New ticket --> checkbox custom field check --> no email sent
New ticket --> checkbox custom field not check --> email sent to a mailing list

I've already a "new ticket email" rule in place, but I'm not sure how to modify it to include the condition above.

Can someone guide me on the proper syntax ?

Thanks in advance!
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Found the solution. I simply added this condition at the end of the sql query:

     C.DESCRIPTION LIKE 'TICKET CREATED%' AND !HD_TICKET.CUSTOM_FIELD_VALUE1 (custom field1 is the checkbox custom field).

Answered 02/18/2016 by: dtisoft
Yellow Belt

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