Assigning a ticket

essolinux · **Assigning a ticket -** 30-06-2008, 04:48 PM

Hi,

I assign tickets, set the owner to the person i would like it to be, and that person does not receive an email notification.

Shouldn't they receive email when the ticket is assigned to them and they should be only able to view the ticket.
I am still able to view the ticket even though the owner is someone else.

Thanks

Esso

**Jamie Edwards** · 30-06-2008, 04:54 PM

Hi Esso,

1) For the e-mail you need to configure a ticket alert rule to generate an e-mail notification on ticket assignments. Please see the appropriate section in the usermanual.

2) To restrict the ticket list to show only tickets assigned to you:

And ensure "All tickets" is unchecked:

essolinux · 30-06-2008, 05:02 PM

Hi Jamie,

I did create the Alert Rule and I set it to YES for run only to assigned tickets and it still did not notify anyone.

Thanks for your help.

Esso

**Jamie Edwards** · 30-06-2008, 06:32 PM

Hi Esso,

Because you set it to "Run only for assigned tickets", that means the alert will only run if you assign a ticket to yourself that is already assigned to yourself. Set this to no, and it should work.

essolinux · 30-06-2008, 07:06 PM

Thanks Jamie.

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essolinux Offline Member Posts: 48 Join Date: Jun 2008 Location: USA-PA	Assigning a ticket - 30-06-2008, 04:48 PM Hi, I assign tickets, set the owner to the person i would like it to be, and that person does not receive an email notification. Shouldn't they receive email when the ticket is assigned to them and they should be only able to view the ticket. I am still able to view the ticket even though the owner is someone else. Thanks Esso

essolinux Offline Member Posts: 48 Join Date: Jun 2008 Location: USA-PA	30-06-2008, 05:02 PM Hi Jamie, I did create the Alert Rule and I set it to YES for run only to assigned tickets and it still did not notify anyone. Thanks for your help. Esso

essolinux Offline Member Posts: 48 Join Date: Jun 2008 Location: USA-PA	30-06-2008, 07:06 PM Thanks Jamie.