Clem wrote:
what I’m still missing is in ‘Help Desk Settings\Email Notifications’ that all open, unassigned tickets can only be notificated to all admins and a choice of admins can not be selected. I know that you now could create more rules for assignment, but we are having admins that are taking over the new and unassigned tickets and admin that are not, but I can not excluded those for email notifications. meaning that for example it would be great to notifiy only 2 of 4 admins if new tickets arrive and still leave those tickets unassigned.
Hi Clem, you should enter a feature request for this functionality, http://community.spiceworks.com/feature_request .
I have not done any testing but I think you can do what you are wanting by customizing the HTML templates, http://community.spiceworks.com/help/Ticket_Notifier_Template .
Try changing the following section in the HTML template:
{% if recipient.is_admin %}
…
{% endif %}
To:
{% if recipient.is_admin and event == ‘ticket-opened’ and recipient.email == ‘ADMIN_EMAIL’ or 'recipient.email == ‘ADMIN_EMAIL’%}
Ticket Overview
Priority: {{ticket.priority | escape}}
Creator: {{ticket.creator.full_name_or_email | escape}}
Assignee: {{ticket.assignee.full_name_or_email | escape}}
Ticket URL:
{{ticket.url | escape}}
App:
{{app_url | escape}}
Ticket Commands let you take control of your help desk remotely. Check the
Spiceworks community for a full list of available commands and usage:
http://community.spiceworks.com/help/Tickets_Anywhere
Examples: #close, #add 5m, #assign to bob, #priority high
{% elsif recipient.is_admin %}
Ticket Overview
Priority: {{ticket.priority | escape}}
Creator: {{ticket.creator.full_name_or_email | escape}}
Assignee: {{ticket.assignee.full_name_or_email | escape}}
Ticket URL:
{{ticket.url | escape}}
App:
{{app_url | escape}}
Ticket Commands let you take control of your help desk remotely. Check the
Spiceworks community for a full list of available commands and usage:
http://community.spiceworks.com/help/Tickets_Anywhere
Examples: #close, #add 5m, #assign to bob, #priority high
{% endif %}
You will need to change two ADMIN_EMAIL conditions in the if statement to the email addresses of the two admins that you want to receive new ticket notifications.
The if statement may need some tweaking to work correctly and you will have to manually update the template every time you want to add an admin that you want to receive the new ticket notifications.
Harold
