SIMPLer Features‎ > ‎Features Index‎ > ‎

2017-1Q: SIMPLer: Maintenance Ticket Type Email Routing

New features have been added under Maintenance Ticket Type section that will allow users to configure the email routing for a particular email Type.


Note that "Automatic Maintenance Issues Types" section from WISP settings has been abandoned and email addresses configured there have been migrated under Ticket Type page ("Email Addresses" field).

There are 3 fields that can be configured:

(1) Email Addresses - define the email addresses associated with the ticket type. By default emails will go out to the email addresses configured under "Email Addresses" field of a ticket type.

Note: changing the ticket type of a ticket during its "life" changes the default email addresses that will receive the ticket information

(2) Default Ownership - define the default owner of a ticket.

Note: changing the ticket type of a ticket during its "life" changes the default owner based on the ticket type. However if you change to a ticket that does not have a default owner then current owner of a ticket remains (for backward compatibility). If you want to overwrite that behaviour and when changing to a ticket type that does not have the default owner you want ticket to be left without owner then for that particular type select "MAKE BLANK" from "Default Ownership" field.

Note 2: If owner of a ticket is associated with user ID then owner should receive an email

(3) Default Email Recipients: there are 3 options - Email Addresses, Owner, Emails & Owner

    (a) Email Addresses - when ticket type is selected it will use email addresses from "Email Addresses" field as ticket recipients
    (b) Owner - when ticket type is selected it will use owner (userid) email addresses as ticket recipient
    (c) Emails & Owner - when ticket type is selected it will use email addresses from "Email Addresses" field AND owner (userid) email addresses as ticket recipients

Finally it is always possible to overwrite the email addresses that should receive the email for  particular ticket from "Ticket Email Recipients" field.

Note: Default email recipients should be displayed in green color.

Comments