Email to given departments only?

fidel

Hi. Im trying to work out how if a user submits a ticket with a given help topic any alerts for that topic are only sent to the required department. does anyone know how to do this?

example:

user selects IT help topic - alerts go to IT department only

user selects operations help topic - alerts go to operations only

user selects F&B help topic - alerts go to F&B

ect..

thanks for any help you can give.

method8

I also have the same problem except that in my case the email alerts are received by myself (the admin) and no one else.

I created a usergroup, clicked on the support department, and then added a user under that group. However sending an email to let's say support@mydomain.com doesn't alert anyone except me.

Is there a way to link a user (his email) and the department and email?

fidel

I worked this one out. you have to set a combination of things to achieve it.

1. create the department eg support

2, create a user group and give the rights you want

3, create the user and make part of both the support department and user group then set the user as the department head

4, add an email and assign it to the user

5, turn off all admin email alerts

6, turn on department heads email alerts

7, add new help topic ( eg Support - IT )setting the department to support.

I think that's it. now when a user selects the new help topic on the create new ticket form an email will only be sent to the head of the selected department

method8

Thanks Fidel, will definitely give it a try :)

method8

I also found out that you can add more than one email address here

<STRONG><s>**</s>Addresses to Email:<e>**</e></STRONG>

In fact I just added two addresses separated by commas.