K1000 Service Desk: Ticket Rule Trigger Email to more than one person
I have a rule to email a supervisor when a ticket sits in a status for too long. If I try to send the results to more than one person it doesn't send an email. Here's the query:
Select 'lwalters@wacoisd.org' AS LISA,
'cfrey@wacoisd.org' as CHARLIE,
OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
S.NAME AS STATUS, T.ID AS ID, T.TITLE AS ISSUE,
U.FULL_NAME AS SUBMITTER, O.FULL_NAME AS OWNER,
T.CREATED AS CREATED, T.MODIFIED AS STALLED
FROM HD_TICKET T
JOIN HD_STATUS S ON (S.ID = T.HD_STATUS_ID)
JOIN USER U ON (U.ID = T.SUBMITTER_ID)
JOIN USER O ON (O.ID = T.OWNER_ID)
LEFT JOIN USER OWNER ON OWNER.ID = T.OWNER_ID
WHERE (S.NAME = 'New' AND DATEDIFF(NOW(), T.MODIFIED) = 20)
AND T.HD_QUEUE_ID = 1
In the Email Column Field if I put LISA, CHARLIE, OWNER_EMAIL it doesn't send an email. If I only put one email then it sends. Is there no way for it to email multiple people?
Answers (2)
Have you checked out this article?
http://www.itninja.com/question/multiple-email-address-formatting-in-rules
Comments:
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Thanks. The CONCAT suggestion worked. - lmland 11 years ago
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I lied... the CONCAT (email, email) as EMAILLIST was not working. Any other ideas? It works fine when i use a single address: 'user@company.com' as USEREMAIL. - lmland 11 years ago
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I fixed it. I had a single quote in the wrong place. Put the whole list of emails within one set of single quotes and it works like a charm. - lmland 11 years ago
You can simply add this...
'Email1@address.com,Email2@address.com.com' AS NEWTICKETEMAIL -- $newticketemail
Then use the variable "NEWTICKETEMAIL" in the Column containing email addresses:
