Description in Configuration > Communication > Auto email | Description in JavaScript file |
---|---|
Send email to Resource at ... | |
Authorization | New Order Resource |
Incoming email for existing order | New Mail |
Escalation (manual) | Manual Escalation |
Escalation (Automatic) | Automatic Escalation |
Resubmission | Reminder |
Deadline exceeded | Deadline expired |
Send email to Dispatcher at ... | |
Escalation (manual) | Manual Escalation |
Escalation (automatic) | Automatic Escalation |
New Request Dispatcher | |
Deadline exceeded | Deadline expired |
Send Email to User at ... | |
Authorization | New Order User |
Order completion | Order finished |
New request via e-mail | IMAP new Order |
As a further distinction there is the possibility to assign with totype:
user | to the originator of this ticket |
resource | to the processing resource |
dispatcher | to the dispatcher who authorized this ticket |
alldispatchers | to all i-net HelpDesk users with the right of a dispatcher |
Example: In some cases, there is no "escalation resource" to which a ticket is passed on if it is not processed. Instead, the ticket stays with the resource. Nevertheless, the status should be changed when not processed. In addition, the resource is to be informed via auto-email. The status change can be set up by creating an additional status in HelpDesk Client > Options > Status
as well as the reference to it in Configuration > General > Tickets
. The sending of the auto-email is realized by the following script:
function checkData(table, out){ table.put("templatename","autoeskares.txt"); table.put("totyp","resource"); } function getStatus(){ return [111]; }