Is it possible to automatize an email when a ticket is moved?
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- Znuny newbie
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Is it possible to automatize an email when a ticket is moved?
Hello folks, I hope everyone is alright.
The institution I work at entrusts us to send an email to the user every time we move their ticket to another queue. The thing is, I work in first line IT support and I do a lot of redirection. This new rule is slowing me down tremendously - I have to reply to the ticket with the transfer message, move it, and reset the owner to none so someone in the new queue will read it. Given the speed (or lack thereof) of the computer's we're lent for work and the volume of tickets, it's very time-consuming.
Is there a way to automatize the email whenever it's moved from our main queue to another? I tried snooping around GenericAgent and I found out it's possible to set a note automatically when a ticket's moved to a specific queue, but the note isn't visible to the customer, solely to other Znuny agents.
Thanks for the help.
The institution I work at entrusts us to send an email to the user every time we move their ticket to another queue. The thing is, I work in first line IT support and I do a lot of redirection. This new rule is slowing me down tremendously - I have to reply to the ticket with the transfer message, move it, and reset the owner to none so someone in the new queue will read it. Given the speed (or lack thereof) of the computer's we're lent for work and the volume of tickets, it's very time-consuming.
Is there a way to automatize the email whenever it's moved from our main queue to another? I tried snooping around GenericAgent and I found out it's possible to set a note automatically when a ticket's moved to a specific queue, but the note isn't visible to the customer, solely to other Znuny agents.
Thanks for the help.
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Re: Is it possible to automatize an email when a ticket is moved?
Hi,
You are probably looking for Ticket Notifications and the system configuration Ticket::EventModulePost###2700-ForceOwnerResetOnMove
- Roy
You are probably looking for Ticket Notifications and the system configuration Ticket::EventModulePost###2700-ForceOwnerResetOnMove
- Roy
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Re: Is it possible to automatize an email when a ticket is moved?
IrishPikachu wrote: ↑03 Apr 2024, 09:04 Hello folks, I hope everyone is alright.
The institution I work at entrusts us to send an email to the user every time we move their ticket to another queue. The thing is, I work in first line IT support and I do a lot of redirection. This new rule is slowing me down tremendously - I have to reply to the ticket with the transfer message, move it, and reset the owner to none so someone in the new queue will read it. Given the speed (or lack thereof) of the computer's we're lent for work and the volume of tickets, it's very time-consuming.
Is there a way to automatize the email whenever it's moved from our main queue to another? I tried snooping around GenericAgent and I found out it's possible to set a note automatically when a ticket's moved to a specific queue, but the note isn't visible to the customer, solely to other Znuny agents.
Thanks for the help.
I would use a generic agent using:
Code: Select all
- Event Based Execution (Single Ticket)
with Event: TicketQueueUpdate
and on Select i would select your named queue
"yourTargetQueue"
and on Update, you can set the owner to Admin
The benefits why using generic agents vs other solutions in znuny, you can easily find via googling: "Generic Agent vs Postmaster Znuny"
I am not allowed to share direct link here...
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Re: Is it possible to automatize an email when a ticket is moved?
Hello hkais,
Thanks for your answer. I suppose sending the transfer reply and then moving without having to change the owner is already something. Thanks for the QOL tip.
Thanks!
Thanks for your answer. I suppose sending the transfer reply and then moving without having to change the owner is already something. Thanks for the QOL tip.
Thanks!
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Re: Is it possible to automatize an email when a ticket is moved?
That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove
Really don't know why the wheel needs to be reinvented.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
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Re: Is it possible to automatize an email when a ticket is moved?
IrishPikachu wrote: ↑03 Apr 2024, 15:49Thanks for this.
Do you know if there is a way to auto-send an email when a ticket is moved?
Ticket Notification, as already said, use the event TicketQueueUpdate as trigger.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Re: Is it possible to automatize an email when a ticket is moved?
I know this feature only as global config (for all Queues)
How can I limit it to only specific queues, which are possible with the GA?
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Re: Is it possible to automatize an email when a ticket is moved?
It's global, and I did not see any restriction to queues mentioned in the initial post.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Re: Is it possible to automatize an email when a ticket is moved?
IMHO it is inherrent a restriction, if you have to do something globally, instead of having the freedom to choose where you want to use it.
Anyway the user has now both options to define it globally for all queues (system config) or selectively for few queues (generic agent)
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