Send mail on scheduled ticket creation

fold

Hi,

is it possible to send a mail notification when a scheduled ticket is created?

Sending mails works, cron is also enabled and working.
We have configured the mail under settings -> ticket

Email address to notify when new tickets are raised (Ideally a distribution list/shared mailbox)

Bonus question: Can we create templates for scheduled tickets?

Thanks for any input

wrongecho

We can definitely add mail notifications when scheduled tickets are raised. Seems I missed this!

I love the idea of templates (and templated responses) for both standard and scheduled tickets.

fold

Hi wrongecho,

thanks for the quick feedback, you guys are amazing!

That would be great. Maybe give it one or two checkboxes like "include scheduled tickets" and "include manually created tickets"
Creating a ticket manually also does not send a mail at the moment if I'm correct.

Have a nice weekend!

wrongecho

Thank you @fold for your kind words 🙂 Hope your weekend is going well.

I think scheduled tickets should definitely send email notifications (I'll see if I can get them to only send 1 though if multiple tickets are scheduled for the same day).

Around the mail notifications for tickets logged by an agent, how would we feel about a checkbox that says "Send mail notification". The checkbox would be pre-ticked based on whether "Send clients general notification emails" is ticked but would control if both a) the client got an email and b) if the notification address got an email.

I feel like this would be useful to cater for both tickets you're logging to work/fix right away (so no need to notify anyone) and for when you're basically just "logging and flogging" (so it's useful for the client and agents to know there's a ticket that needs work). Thoughts?

fold

For the scheduled ones, in our use case we would prefer to have a mail for every ticket that is created by schedule - we would like to feed them into our erp system for billing the customer. - Maybe have the "Send mail notification" checkbox for scheduled tickets as well? - We need to look for a more elegant solution in the future, could not find one yet.

The checkbox sounds like a great solution for both scenarios on the "normal" ticket workflow.
Maybe the "Send clients general notification emails" checkbox is something on a per client basis? - We have some clients that just want the bill and others that would love to get a list of every item we click while performing work for them.

johnny

@fold This can possibly be accomplished with the API

fold

johnny Ye i thought so, personally I lack knowledge on how to implement that in our erp system.
Might need to find someone who can in the longer run.

Thanks for pointing out that it is possible!

wrongecho

I've raised a PR to send agent email notifications when scheduled tickets are raised: itflow-org/itflow811

fold

wrongecho Thanks a lot! I look forward to the update. 🙂

johnny

This has been merged go ahead and update and let us know! Good Catch by the way!!

fold

johnny @wrongecho

Just updated and tested.

Works great, Thanks a lot!!

wrongecho

fold

Appreciate the quick feedback and ideas. Please keep them coming 🙂