We currently have 2 notifications , TTR Expiring and TTR Expired when either notificatications are triggered it sends an e-mail to the Agent Assigned. My manager has asked if we can also send an e-mail to the Agents manager, however I'm unable to get it working, tried using Manager_id but keep getting Error: Unknown attribute manager_id from class UserRequest. Is there any OQL code that will allow me to do this please, so both the agent and there manager gets an e-mail?
Thanks
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Here are the screenshots, like I say the part in the To field on its own works and notifies the agent, I came across a thread that listed the code in the CC field for Agents manager but it does not work.
I don't mind having just one statement that e-mails both or having to have two statements just so long as both the Agent and there manager get the e-mail notification.
Just had the TTR expring warning and there was no recipent in the CC field from the OQL query. If I use the same query in the Ticket Assigned it sends an e-mail to the person who assigns the ticktets manager not the person who the ticket has been assigned to's manager so I don't think ":current_contact_id" is what I need. Is there no way I can pull the 'Persons' Manager data by using the agent_id?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
We currently have 2 notifications , TTR Expiring and TTR Expired when either notificatications are triggered it sends an e-mail to the Agent Assigned. My manager has asked if we can also send an e-mail to the Agents manager, however I'm unable to get it working, tried using Manager_id but keep getting Error: Unknown attribute manager_id from class UserRequest. Is there any OQL code that will allow me to do this please, so both the agent and there manager gets an e-mail?
Thanks
Hi Mark,
Can you post a screenshot of your notification? Both the trigger and the action.
Thanks
Hi Guillaume,
Here are the screenshots, like I say the part in the To field on its own works and notifies the agent, I came across a thread that listed the code in the CC field for Agents manager but it does not work.
I don't mind having just one statement that e-mails both or having to have two statements just so long as both the Agent and there manager get the e-mail notification.
The only thing that seems odd is the ":current_id" placeholder which does not exists, it should be ":current_contact_id" IMHO.
Hi Guillaume,
Just had the TTR expring warning and there was no recipent in the CC field from the OQL query. If I use the same query in the Ticket Assigned it sends an e-mail to the person who assigns the ticktets manager not the person who the ticket has been assigned to's manager so I don't think ":current_contact_id" is what I need. Is there no way I can pull the 'Persons' Manager data by using the agent_id?
Hi Mark,
I would like to know if your notification worked and which filter did you use for TTR?
Thanks