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Sending e-mail to service call's former "To person" (HPOV 4.5 SP20)

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Gints Bika1
Trusted Contributor.

Sending e-mail to service call's former "To person" (HPOV 4.5 SP20)

Hello,

When I change Service call's "To person" from Specialist1 to Specialist2:
Is it possible to send an e-mail to Specialist1?

When I change "To person", the "From person" value stays the same, except the first time. It means that I can't use it for finding Specialist1's e-mail.

I'll try to create a custom field where to save "To person" after opening service call, but perhaps there's another, better idea?

Thanks in advance.
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George M. Meneg
Acclaimed Contributor.
Solution

Re: Sending e-mail to service call's former "To person" (HPOV 4.5 SP20)

Hello,

When the assignment changes (to person/group/external person/external org) then assignment from; person changes to current person.

Anyway, you can do what you want with two rules, one UI rule and one DB rule

The first will be evaluated when an item is opened and will copy assignment;to person;e-mail to a custom field.

The db rule will be evaluated when item is modified and "assignment;to person" is anything (*) to send the e-mail to the address that is stored on the custom field.
menes fhtagn
Gints Bika1
Trusted Contributor.

Re: Sending e-mail to service call's former "To person" (HPOV 4.5 SP20)

Thank you, my solution was the same.

Now it works, but it looks like "Do you want to save the changes..." is always displayed.

I hope that it will be OK for my boss, but perhaps something like displaying a custom field instead of "To person" is possible?

Then the custom field is changed by the user and database rule
1) sends e-mail to current "To person"
2) saves the changed custom field value to "To person".

Or it will be too difficult to because of synchronization with "To workgroup"?

I will try to find out in thr future, but perhaps anyone has some experience?