Is there a way to automatically add the submitters Manager to the CC field of tickets?
We want manager to be aware of tickets that their employees are entering. Is there a way that if the managers are already set for the submitter, that when the ticket is opened the manager is automatically added to the CC list.
Answers (1)
Just a question, since your query is a bit ... confused ...
...
You want the following:
For every ticket with the SD the manager of the employee is cc'ed, so the managers see the full going of the ticket during the run and not only informed that a ticket is opened? Or do you want the managers of the engineers who work on the ticket being able to work with the tickets directly too?
For the later one it is just a question of groups, that the managers can also read and work on the tickets.
For the first one:
- Enable "Allow managers to view and comment on their employee's tickets" in the queue settings in query.
- create a Custom Ticket Rule, which sets a new user to cc if not yet set, and collect this user from the manager field of the user who is submitter.
Comments:
-
Can you review my Query and let me know where the issue is?
Select statement
SELECT HD_TICKET.ID
FROM HD_TICKET
WHERE HD_TICKET.HD_QUEUE_ID = 13;
Update
UPDATE HD_TICKET
SET CC_LIST = CONCAT(COALESCE(CC_LIST, ''), ',', (
SELECT MANAGER.EMAIL
FROM USER SUBMITTER
JOIN USER MANAGER ON SUBMITTER.MANAGER_ID = MANAGER.ID
WHERE SUBMITTER.ID = (SELECT SUBMITTER_ID FROM HD_TICKET WHERE ID = HD_TICKET.ID)
))
WHERE ID IN HD_TICKET; - Ricky.Collins 7 months ago
