Hello all,
On occasion we receive tickets which are not immediately taken by a staff
member. While unowned, the requestor can send additional correspondence on
the ticket, but there is no indication anywhere that information has been
added. I’d like to e-mail all of the queue watchers (Ccs) with the new
correspondence as long as the ticket remains unowned.
Any ideas?
Thanks,
Dan
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Dan,
Create a scrip that specifies "User-Defined" for the condition and in
that condition check to see if there is correspondence and if the ticket
owner = Nobody. Return 1 if true and for action, notify CC’s and set up
a template.
Kenn
LBNLOn 9/17/2008 1:20 PM, Lamers, Dan wrote:
Hello all,
On occasion we receive tickets which are not immediately taken by a staff
member. While unowned, the requestor can send additional correspondence on
the ticket, but there is no indication anywhere that information has been
added. I’d like to e-mail all of the queue watchers (Ccs) with the new
correspondence as long as the ticket remains unowned.
Any ideas?
Thanks,
Dan
DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee. Access to this
message by anyone else is unauthorized. If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful. Please immediately contact the sender if you have received this
message in error. Thank you.
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