How to Notify Multiple Admins When a Ticket is Assigned to Someone?

 
Author
Message
SysAider
1
 
Hello All,

Is there a way to assign more than one email address to an administrator in SysAid?

For example. I created a template admin account named "Helpdesk". When a ticket gets assigned to this user, I'd like to be able to have SysAid email "helpdesk@domain.org" as well as another email address.

I'm looking at the user creation and properties page and one of the fields has the area you can enter in their email address, but I'd like to be able to put two in there. I tried to put "helpdesk@domain.org; user@domain.org" but it won't register or send to either one.

Let me state what the goal is here to see if this helps in the case anyone has a better idea of how to go about this in possible a better way:

Management has requested to create a single group that when a ticket is assigned to this group, a wide variety of staff and departments get notified and can all work within the ticket. The goup has to deal with network login changes.

As of now, we have it setup where one team gets assigned the ticket (Helpdesk) and then passes it to another team (HR) who then passes the ticket to another team, and so on.

How to do this without changing the workflow too much, I don't know. My thought was that when the ticket gets created, SysAid can possibly send it to multiple email addresses associated with the administrators email notifying that they got a new ticket.

Any thoughts or help is incredibly appreciated.

Thank you,
Tom

Elite SysAider
160
 
You say:

"Management has requested to create a single group that when a ticket is assigned to this group, a wide variety of staff and departments get notified and can all work within the ticket. The goup has to deal with network login changes."


You can create an administrator group with can be assigned to service records, including all the relevant staff. Then set up SysAid in order to send them an email notification in Settings > Service Desk > General > Notify the following users when a service record changes (see attached)