I am trying to create a rule that will e-mail our helpdesk after certain triggered events. For instance, I have a rule that will alert when a ticket has not been assigned to anyone after two hours but I am having trouble telling the rule what e-mail address to use.


During testing I used Submitter_email on the field "Column containing email addresses" and it works fine to send myself the e-mail (me being the submitter) however I want to be able to specify the e-mail address for our helpdesk and I am not sure how to do that. Any suggestions? I tried the above and obviously it failed.

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You cannot type the email into the "Column containing email addresses" directly

In the Select SQL part add the following the the select statement.

SELECT 'helpdesk@mycompany.com' as SUPPORT_EMAIL, etc...

then enter SUPPORT_EMAIL in the "Column containing email addresses" field.
Answered 06/04/2015 by: h2opolo25
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  • Excellent advise.... I was able to resolve my issue ... Thank you very much
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