Hi everyone,
Is there a way to automatically add an email of an account manager to an issue that has been created via email request. I would like for the account manager to have sight of all the issue created by the users under the accounts that they manage. Maybe an automation rule based on the email domain that creates the issue?
Hi @Joshua Manyonganise ,
Yo can create an automation triggered when an issue is created and only for email requests that add the account manager as Watcher or as Request Participant on the ticket, this way the account manager will get notified about issue creation and updates.
The automation may look like this:
You can use Watchers or Request Participant if the Account Manager is a JSM agent (got a license)
But if the account manager has nos JSM license but is a Customer user, you will need to add him as Request Participant.
I hope this has been useful to you.I will be waiting for your comments. 😉
Cheers!
Esteban Diazhttps://www.linkedin.com/in/estebandiaz/
Hi @Esteban Diaz ,
Thank you for the response. The automation rule worked
For some reason the cc'd participants then disappear and do not show on the issue created, when on the automation flow, the "And > Edit issue fields > request participants > account managers name is selected ". Only the account managers name is now showing, and the users that were cc'd are not showing.
Is there a way to also add that name also onto the list of participants originally cc'd in the email, so that it also shows under request participants?
You are missing the other request participants 'cos you are overwriting the field with your account manager only.
Try to append the account manager to the Request Participant field adding the value "Copy from issue" in your automation...
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