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 Chosen by the Author
Please log in to answer
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 'firstname.lastname@example.org' as SUPPORT_EMAIL, etc...
then enter SUPPORT_EMAIL in the "Column containing email addresses" field.
Answered 06/04/2015 by: h2opolo25