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Email Notification rule based on organization

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dmann
Collector

Email Notification rule based on organization

Help?

I have a rule which I cannot get straight. I want the rule to work for an organization>

Database Rule
Item type: Database Rule
Name: NetOps Notification e-mail when Status has changed
Blocked: No
Category: Alerts
Condition: When service call is modified
where NOT (Status (*) is empty)
AND NOT (Status (*) equals Closed)
AND NOT (Organization equals Help Desk )
Actions: Send E-mail to Caller when Status has Changed (Send e-mail message) , Send to: [Caller;E-mail], Subject: Notification of Status Change of Your Service Call, Message: Dear [Caller;Name] ,



This rule will not work.

Can some help.

The purpose is to turn of email coming from the helpdesk and leave it on for everyone else.
5 REPLIES
George M. Meneg
Honored Contributor

Re: Email Notification rule based on organization

Hello Bill,

Are you sure that everyone of callers not in Help Desk have valid e-mail address?

Can you take a look at your server's log?
menes fhtagn
Ruth Porter
Honored Contributor

Re: Email Notification rule based on organization

Hi Bill,

Put on rule and email debug while you test this - rule debug is in general settings in system panel and email debug on email settings in system panel.

Then the log file should have messages which show how the rule is behaving.

I did note that you don't need both conditions
"where NOT (Status (*) is empty)
AND NOT (Status (*) equals Closed)"

but I would not have thought this should give an issue.

Regards

Ruth
http://www.teamultra.net

Re: Email Notification rule based on organization

maybe you can trigger also on the medium (source of the service call):
create a code for the medium (own observation) then you just add this condition to the existing rule that works.

caller is anything and NOT medium = own obervation, send e-mail to...

rgrds


we have been where you wanna go..
dmann
Collector

Re: Email Notification rule based on organization

So i have change the way I tried to solve this problem.

I added a custom field true/false called HDticket. I set a rule on ticket create which which checks the from workgroup and if workgroup = helpdesk, then set to true. I then modify the orginal rules to check this field.

Problem now is that it does not populate consitently. Some tickets do not have workgroup from assign properly. BAH!
dmann
Collector

Re: Email Notification rule based on organization

After further testing the Organization simply will not work. And, like all of us, no time to debug completely.

The SDticket field is working. The updating inconsistency was related to the application helpdesk id's not all attached to the person record.

The rules seems to be 100% effective at this point. I will monitor.

I would have like to use the "in tree at root" like in a filter. But this was not an option.
//Add this to "OnDomLoad" event