Auto-trigger workflow for tickets coming to a team

[Peter Heywood]

Hi,

 

I was wondering if it is possible we can trigger a workflow for when a ticket comes into a specific team within Hornbill as a request?

[Steve Giller]

Could you expand on what you're aiming for here - and also clarify what for you is the difference between a Ticket and a Request?

[Peter Heywood]

We are looking to add myself as a subscriber to a ticket so I can get email notifications as soon as a ticket comes in to a team. As the ticket is created via our email route, the customer details of the ticket dosen't have an email address configured.

[Steve Giller]

If the Request is raised via the Auto Responder you can automate this in the Workflow.

If the Workflow is unique to that Service/Catalog Item/Request Type you can simply have yourself added as a Member and send an email from the Workflow to yourself/a team etc.

If the Workflow is shared you will need to check some criteria and if these are matched then do the above.