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Assignment emails in Service Desk

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VanessaM
Super Contributor.

Assignment emails in Service Desk

Hi,

I know that technicians in Service Desk can check a box and choose if they want that Service Desk notifies them when one item is assign to them. But I need that this email is sent when the workorder's state or service call's state is aproved not registered.

Can I change this out-of-box option to send email when one item is assigned to technicians or workgroup depends on the item's state?

Thanks in advance.
5 REPLIES
Err_1
Acclaimed Contributor.

Re: Assignment emails in Service Desk

Hi Vanessa,

You need to create a DB rule for each Service call and Work order, and it should look something like this:

When an item is opened or
When an item is modified
Where status="Approved"
Send mail to "Assignment; To Person"

If you want to email the entire Workgroup, you can use:
Send mail to "Assignment; To Workgroup" (and use an email alias for each Workgroup that contains the email of all individuals that are part of the WorkGroup).

Regards;
Randall Barrantes
SW Support Delivery Manager
VanessaM
Super Contributor.

Re: Assignment emails in Service Desk

Thanks Err. I wanted to avoid to use DB rules, because I have alredy configured a lot of them. I'd prefer changing the option checkbox if it were possible.

Thanks for your help.
The Pike
Acclaimed Contributor.
Solution

Re: Assignment emails in Service Desk

The e-mail notification is triggered upon assignment, not Status changes. Moreover, the option is hard-coded, so it cannot be modified.
VanessaM
Super Contributor.

Re: Assignment emails in Service Desk

Thanks a lot. That is what I am afraid.

VanessaM
Super Contributor.

Re: Assignment emails in Service Desk

thanks a lot.