Alert for when a ticket is moved to a different department

[aklein]

I want to have an email alert setup to send an email to me when a ticket is moved into a specific department.

Background,

We have a help desk department setup that all NEW tickets go into. We have a person who then assigns these tickets to one of four subdepartments based on the nature of the ticket. I want an alert to go out to the members of the Network department when a ticket is changed from the help desk department to the network services department. This way users within th network services department dont have to check the web interface constantly for new tickets they can obtain that information from the email notice. I want the notice to be simular to the New Ticket alert that does work but only works when a ticket is added to the department via the email parser or the web form. We dont want our users to have to select what subdepartment to submit the ticket to as there are to many overlapping areas of responsiblity and the users wont select the correct department most of the time.

[Nancy Arora]

Hi Aklein,
You may create the alert rule from Staff Control Panel for the Ticket Move event by following the undermentioned path:

Staff CP> Tickets> Alerts> Insert Alert Rule> Ticket Move

After doing this, whenever a ticket will be moved from one department to another, the staff member would receive notification at his email address. You need to set the Alert Scope as Public and Alert Type as Email. If the alert is "Public," it will be sent to all staff users.

Regards,

Nancy Arora

[aklein]

That was what I had set except I had the alert set as private instead of public. When I make the rule public it works as it should by sending a message when the ticket is moved. When I just change it from public to private emails no longer get sent to the staff account for which the private rule exists.

I don't want the rule as public because I have 15 support persons in 4 sub departments and I don't want them al lgettting an email telling them a ticket was moved into someone elses department. I want them only getting emails when a ticket is moved into their deparment that they are assigned to.

[aklein]

I have now put in a support ticket as I have verified that several of the alert emails do not go out when set to private but do work when set to public.