Following question for you guys...
I have notifications up and running and they work great! Using iTop 3.0.1
Lately I have decided to complete the setup for the enduser portal so that they can create tickets themselves (instead of me for them).
I created a test user to verify the look and feel from an endusers perspective. I assigned 'portal user' profile. What this means practically is that the user can create tickets but they cannot assign them to an agent. That means the tickets show up with status 'New' and are unassigned.
I'd like to receive a notification in my service desk mailbox when a new (unassigned) ticket is created, but... I cannot query the mail address of someone who is not assigned (yet). So in the To-field of the email notification, I can't use SELECT Person WHERE id = :this->agent_id.
I also can not hardcode the mail address of the service desk mailbox since it only accepts OQL.
I have been looking at this from several angles and I'm probably over looking the obvious: how do I setup this specific notification?
Thanks !
Mario
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Hi,
Following question for you guys...
I have notifications up and running and they work great! Using iTop 3.0.1
Lately I have decided to complete the setup for the enduser portal so that they can create tickets themselves (instead of me for them).
I created a test user to verify the look and feel from an endusers perspective. I assigned 'portal user' profile. What this means practically is that the user can create tickets but they cannot assign them to an agent. That means the tickets show up with status 'New' and are unassigned.
I'd like to receive a notification in my service desk mailbox when a new (unassigned) ticket is created, but... I cannot query the mail address of someone who is not assigned (yet). So in the To-field of the email notification, I can't use
SELECT Person WHERE id = :this->agent_id.I also can not hardcode the mail address of the service desk mailbox since it only accepts OQL.
I have been looking at this from several angles and I'm probably over looking the obvious: how do I setup this specific notification?
Thanks !
Mario
Have you considered simply creating a contact (team in this case) and use "SELECT Contact WHERE id = the-id-of-your-contact" ?
Hi Jeffrey,
Bingo! That was the tip I needed...
Thank you,
Mario