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Best Practices Question


Ticket Rule: Send an email notification to the person when he or she is added to the CC list after the ticket has been created

08/31/2020 125 views

Is there a way to send a notification to the people who have been added to the CC List after the ticket had been created with ticket rule? Ticket owner may want to include more people in the CC List after review the ticket. 

Thank you.

Answer Summary:
2 Comments   [ + ] Show comments

Comments

  • Do you specifically want to send them a notification that they have been added to the cc list?
  • Yes. When a submitter opens a ticket and have CC people, those CC people will receive a notification about the new ticket. I would like to send a notification to people who are later added to the CC list after the ticket was created. Therefore, I need to be able to tell who are the people added later and send them a notification about they have been added to the ticket CC list.

Answer Chosen by the Author

0

Creating a ticket rule that sends an email when the CC_LIST is definitely possible. The change is recorded in the HD_TICKET_CHANGE_FIELD table:

SELECT ID, FIELD_CHANGED, BEFORE_VALUE, AFTER_VALUE
FROM ORG1.HD_TICKET_CHANGE_FIELD
WHERE FIELD_CHANGED = 'CC_LIST'

The problem I see is sending that notification only to those email addresses that were added. This query illustrates the challenge:

SELECT ID, FIELD_CHANGED, BEFORE_VALUE, AFTER_VALUE, 
replace(AFTER_VALUE, BEFORE_VALUE, '') as 'New CC' 
FROM ORG1.HD_TICKET_CHANGE_FIELD
WHERE FIELD_CHANGED = 'CC_LIST'
and AFTER_VALUE like concat('%', BEFORE_VALUE, '%')

This is the simplest way I could think of to remove the values in the list before the change from the list after the change. Unfortunately, it doesn't work very well. For example, someone entered a typo in the CC list, emai, and then correct that to email@domain.com. The query result for this change is l@domain.com, which obviously isn't correct.

I would recommend sending the notification to all members in the CC list and wording the message something like "you are receiving this message because the CC list of ticket xxxx has been updated." This makes all of those aware that others are being included in ticket updates in the future.


Answered 09/02/2020 by: chucksteel
Red Belt

  • This is very helpful.
    Thank you!

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