Hi,
I was wondering how difficult it would be to modify the code within the helpdesk to allow me (IT Manager) to be copied in on every closed problem notification email.
So as well as the user that owns the problem receiving an email containing the solution, I would like a copy as well, just so I am kept in the loop.
Also how easy would it be at the same time to disable the (don't send email to user) checkbox, or if it could be overridden so that I still receive the closed email notification even thought the rep has opted not to send it to the user.
Hope this makes sense and someone can help!
Thanks for a great Helpdesk!
Richard
The quick and easy way is to edit rep/details.asp
find
If status = Cfg(cnnDB, "CloseStatus") Then If Not (Request.Form("noemail")="on") Then ' Send mail to the user' Call eMessage(cnnDB, "userclose", id, uemail) End If Else
Rplace with the following
If status = Cfg(cnnDB, "CloseStatus") Then
Call eMessage(cnnDB, "userclose", id, "YOUREMAILl@.com") If Not (Request.Form("noemail")="on") Then ' Send mail to the user' Call eMessage(cnnDB, "userclose", id, uemail) End If Else
This works fine.
I now get a copy of the closed problem email as well as the person that logged the problem!!!
Great!!
Thanks Rob!!!
Hi Rob the system works fine but how can i know which technician closed the report? Exist any way to insert that?
Thanks!
You will need to change the emessage for closed tickets.
goto the admin menu and click on Configure E-mail Messages
Chose User - Close
Click on Edit
Add the following
Closed by : [rfname]
Hi Rob I understand the edit part but what is:
How can i do that or create that?
Im nor a Database expert....
Ignore that, I just hit CTRL+V too many times...
There are different variables you can add to each email message
Full list in the file
/admin/cfgemail_help.asp
Hi
We've managed to get this working but are now looking at whether it is possible to have two email addresses copied in. We have tried adding the second email address by using a semicolon to separate them but this does not work.
Is what we want possible?
Thanks, Jo
Try adding another call to emessage.......
Call eMessage(cnnDB, "userclose", id, "YOUREMAILl@.com")
Thanks Rob, it did exactly what I wanted it to!
Jo
I am trying to get this tow work but it's not. do i have to reload anything? i am putting in the email address of the it central email in the YOUREMAILI@.COM but i am not getting an email in that box when a ticket is closed. Any help you can provide would be appreciated.
it's working. Thank you for a great product.