Auto mail to certain value

Newmindssystems

Dear community,

I'm a student and currently working on a project. I'm stuck at some automatisation. I want to add an e-mailadress to a ticket as an CC. This e-mail needs to be pulled from a child-value (multi level picklist).

 

in the picture above you can find an example. This email addres needs to be added as CC.

 

Let say: My agent takes the phone and Customer A from Company A is calling. My agent wants to raise a ticket on Customer A but also wants to inform her Manager, Manager A.

What he does: Fill in E-mail Customer A, Pick Parent-value *This is the company* and Pick the child-value *This is the mangager*. The Child-value needs to be added to the CC so he will always gets updates about the tickets. How do I manage this?

Dirk Ronsmans

Hi @Newmindssystems ,

Is the way of working a prerequisite?

You have a couple of options imo:

1) Get an addon like Just Email This Issue and build email templates with that. It allow you to specificy a separate custom field as the CC. But this would cost you money and you'd need to change your templates/notifications.

2) Just add the Manager as a Customer as well. When the Agent creates a ticket they can put the customer that calls as the reporter and the manager as a Request participant.

If you need to have the distinction of having first the selection of a company and then a manager, you could use an automation rule to add that custom manager field as a Request Participant (and thus sharing the ticket with this person). As it is shared he/she will also recieve all updates.