Ticket Rule: E-mail Alert for Submitter when Ticket Reopened
Kace comes with the follow-ing pre-built rule:
ReopenTicket: Reopens closed tickets when non-owners update tickets; Notifies ticket owners by e-mail.
This ticket rule works great, but it also circumvents the Email on Events alerts for Status Change. So, when a ticket is re-opened and the above rule fires off, the submitter never receives an e-mail alert notifying that the ticket was in fact re-opened. Anyone care to share some SQL love with me and show me how to set this up?
I need a ticket rule that simply e-mails an alert to the submitter when a status changes from closed to re-opened.