Notification for new ticket on multiple contracts, on different email

[Ronan A.]

Hello,

I have multiple customers to manage in my platform, and I would be able to receive on differents emails the notifications for each new ticket.
Like that:
Customer 1 mail1@mycompany.com
Customer 2 mail2@mycompany.com
Customer 3 mail3@mycompany.com
....................
In order to separate the incoming flux to different teams.

I tried to used the oql SELECT Contact WHERE name = :this->caller-id->org_name but without success.

How to ?

Thanks and best regards

[Viresolvy Boris]

Hello,

I think you can use the following oql request :

SELECT Person WHERE name IN ('Customer 1','Customer 2','Customer 3')

I hope it will help you !

Best Regards!

[Ronan A.]

Hi Boris,

Thanks, but I don't want to send to the same email.
For Customer1, I want to select from the caller_id objet the org_name ,and send to the email of org_name. That would be mail1@mycompany.com as a result.

Best

[Vincent @ Combodo]

'SELECT Contact WHERE name = :this->caller-id->org_name' sounds pretty wierd, "searching for a Contact having a name equal to the organization name of the caller", there is very little chance that this would happen.

In the trigger, you have to select an object which has an email address type of field and just one.
Contact is compliant, Organization in iTop standard is not as it does not contain any email address field.
But you need to create those emails address under a Contact, maybe a team with some specific type so the OQL query can retrieve them based on their
SELECT Team WHERE org_id = :this->org_id AND Team.function= "Notification"

[Ronan A.]

The question is not to have a contact with the exact org_name of the caller, because this is simple to create it.
The real question is that 'org_id' in a new ticket object contains the id of the provider, and not the customer (or I missed something, somewhere).
So the result of 'SELECT Team WHERE org_id = :this->org_id' will be the team name of the provider.
And I want to get back the team name of the customer to obtain its email address.

My objective is to address a notification for a new ticket, to different mails, each email attached to one customer, to avoid to receive on a unique email.

I can use the item $this->caller_id->org_id$ which is working well in the body, but not in the field 'To'
In a new ticket $this->caller_id->org_id$ contains the id of the caller, while $this->org_id' contains the id of the provider.

[Ronan A.]