Emailing Lists?

rmhstac

Hello

We're setting up OSTicket as a basic booking/requests system for on-site maintenance staff

Running version 1.14

There's only going to be 1 or 2 "Agents" who are managing the tickets
There's going to be about 150+ External contractors

What I'm wanting to achieve:
A ticket comes in (internally), the agent looks at the ticket and decides who is the appropriate person for that job
The agent then selects a contractor from a list, the ticket details are then emailed to the contractor

We don't want the contractors logging in to OSTicket, we just want a summary of a open ticket to be sent to them whenever an agent picks their name from a drop-down

I've tried adding the contractors in a List but I don't see any way to email them?

I've looked at adding them as Collaborators but I think they would need an account and to login for this?

Another way of wording what I want:
Ticket Logged -> Agent Notified -> Agent Picks Contractor, From Drop-Down list on ticket -> Contractor Notified of Ticket Details

ntozier

Adding someone as a collaborator does not mean that they get an email. It means that future ticket updates will generate emails sent to them.

You could have the agent select the Contractor from your list.
Add them as a collaborator.
Create a canned response with the variables you need to convey what needs to be done, or the agent can copy and paste the necessary information from the thread. This would of course also generate an email to the ticket owner (The user on the ticket).

You might be able to just create a task using the email of the Contractor. (I dont use tasks personally, but you might want to give it a try).

rmhstac

Thank you ntozier! Really appreciated.

ntozier

Very welcome. Should I close this thread or do you want me to leave it open so you can describe what you end up doing?

rmhstac

I got stuck with the import but that was my fault. I'll update the thread once I've got this tested and working. Thanks again ntozier.