We have upgraded to 8.0.318

We have configured process templates for new hires, where the user raises a ticket the system creates 1 child once this has been completed 2 additional child tickets are created and on the closure of these tickets the process completes.

For this queue we kept the comment notifications on the main queue setting on however turned off on closure etc as we do not want to confuse the users and only send one email once the whole process if complete. We have set the notifications up on the process templates however these do not work. 

These have never worked and would be interested to know if this is a bug or are we missing a configuration.



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I would take a look at running a ticket rule on the closure of the final ticket that sends the email, as the email matrix on the queue may be a bit too generic. You may be able to get the rule to recognise if the ticket is a child, if it is a certain type and if it is closed. You could use a hidden switch field that is then changed when the email is sent so that only a single email is sent.
Answered 05/05/2018 by: Hobbsy
Red Belt