Best Practices Question

Service desk Custom Rule e-mail

06/04/2015 771 views
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.

Answer Summary:
0 Comments   [ + ] Show comments


Answer Chosen by the Author

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
Red Belt

  • This content is currently hidden from public view.
    Reason: Removed by member request For more information, visit our FAQ's.
  • Excellent advise.... I was able to resolve my issue ... Thank you very much
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ