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Send mail to all contact persons of related service call

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Roland Schraa
Occasional Advisor

Send mail to all contact persons of related service call

Hello All,

It is possible to automaticly close all related calls of an incident when the incident is closed.
Is it also possible to send a mail to all the persons of those related calls?

Thanks...
6 REPLIES
Mark O'Loughlin
Honored Contributor

Re: Send mail to all contact persons of related service call

Hi Roland,

yes it is. Define a DB rule for Incident to do an update data when e.g. Incident Staus= Closed
Check the "related field" and set to "Related Service Calls" and then choose the values that you want to update on the Service Calls that are related.

Mark O'Loughlin
Honored Contributor
Solution

Re: Send mail to all contact persons of related service call

Sorry,

Set a DB rule for Service Call that send an e-mail alert to the e.g. Caller of the Service Call when Status of Serivce Call=Closed that way when the incident rule closed the service call the rule fires and send the users an e-mail.
Roland Schraa
Occasional Advisor

Re: Send mail to all contact persons of related service call

Hi Mark,

Sorry I was not specifik enough.
Situation....
We get several of the same calls in a short time with high impact. The incidentcoordinator decides to make i a Major Incident. All calls are set to status closed while relating them to the new Major Incident. Only when the Major Incident is solved and status is set to closed all the callers of the closed calls related to that Major Incident have to receive a mail. Hope this is possible.

Thanks...
Mark O'Loughlin
Honored Contributor

Re: Send mail to all contact persons of related service call

Hi,

it depends on the approach. One way that should work is to create a boelean (Yes/No) field for Service Calls. Set it to no by default within the service call templates then

1) Create a DB rule in Incident for

When incident is created or modified
where Status (*) equals Closed
Rule 1 (Update Data) Service call;Boelean Field set to Yes

2) Create a DB rule in Service call for

When service call is created or modified
where Boelean (*) equals Yes
Rule 2 (Send e-mail message) , Send to: [Caller], Subject: Incident has been closed, Message: Message text here
--------

All related service calls opened or closed shoul dbe updated to a value of yes for the boelean field
Once updated the e-mail to the caller should be triggered and sent.
Mark O'Loughlin
Honored Contributor

Re: Send mail to all contact persons of related service call

Hi,

it depends on the approach. One way that should work is to create a boelean (Yes/No) field for Service Calls. Set it to no by default within the service call templates then

1) Create a DB rule in Incident for

When incident is created or modified
where Status (*) equals Closed
Rule 1 (Update Data) Service call;Boelean Field set to Yes

2) Create a DB rule in Service call for

When service call is created or modified
where Boelean (*) equals Yes
Rule 2 (Send e-mail message) , Send to: [Caller], Subject: Incident has been closed, Message: Message text here
--------

All related service calls opened or closed should be updated to a value of yes for the boelean field
Once updated the e-mail to the caller should be triggered and sent.
Roland Schraa
Occasional Advisor

Re: Send mail to all contact persons of related service call

Thanx.... This was wat I was looking for. Works great.

Roland.
//Add this to "OnDomLoad" event