We have a ticketing queue that currently sends out an email upon creating a ticket and also emails when a required field is missing information.  We would like for one email to be sent based on whether or not the required fields have been filled out properly.  Is an if statement possible when creating a ticket rule?  Can I set criteria such as "If TICKET.TITLE = NULL send Incomplete email"?

Answer Summary:
0 Comments   [ - ] Hide Comments


Please log in to comment

Answer this question or Comment on this question for clarity



Sorry I am confused. If you are making a field required, the user can not save the ticket until that field is filled out if that is how you set up the permissions. Typically we make those types of fields dropdowns so that it is filled out properly with the choices i predefine. 

Answered 04/01/2013 by: nshah
Red Belt

  • I think the problem comes from fields that auto-populate information. I opened a ticket just now and saved it without modifying to see which required fields populated an error. The Category field and another field that has something similar to "Select from the following" are not showing any error. I now see this as a completely separate issue of how to require changing a field from its default selection. Thank you and sorry for the confusion.
  • No worries...just wanted to understand the question to we all can help out.
Please log in to comment
You'd just create a new ticket rule that sends an email with a where clause like:
Answered 09/26/2014 by: ashlea
Blue Belt

Please log in to comment