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What terms did you try when SEARCHING for a solution: CC, Assigned to, multiple reipients

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Hi all,

When we assign a ticket to a tech, the tech receives an e-mail with pertinent information. We would like the original request submitter to receive a copy of this e-mail as well. We have seen a few posts in the forum that come close to doing this. Any ideas?

Thanks!

Patrick

I am not sure what you mean? To send a confirmation email to the person who submits the ticket? HESK already does that.

Hi Klemen,

When the admin reviews a new ticket, he will "Assign to" a tech. The tech gets an e-mail saying that a ticket has been assigned to him. We are trying to have the requester also get the same e-mail so they know who the ticket has been assigned to.

As a side note, we are using an edited "tickets_assigned_to_you" that is pulling relevant data from the original request (and including the %%OWNER%% field) so that all of the pertinent information is included in the e-mail. This way the requester doesn't have to log-in to the system to tell that the request has been assigned to someone.

Thanks,

Patrick

Got it!!

In the email_functions.inc file scroll down to the "function hesk_notifyAssignedStaff" section, where you'll find:

/* Send email to staff */
hesk_mail($autoassign_owner['email'], $subject, $message);


All you need to do is copy and paste that section on the next line and change the "email" to that of the original requester to create this:

/* Send email to staff */
hesk_mail($ticket['email'], $subject, $message);

Now when a ticket is assigned to a tech, the original requester gets an exact copy of the e-mail the tech gets.

Thanks for active board! We were able to figure out the solution by taking a little bit of info from several posts. There was sooo much useful information to be found!

Take care,

Patrick