Email alerts in Helpdesk WSS Application

I have installed and massively configured the free HelpDesk application for
WSS that Microsoft released. It's absolutely perfect for our needs and I was
able to make it do everything required. On the eve of releasing it to our
users, I discovered that the alerts did not work as I had anticipated.

What we need is when a supervisor puts in a submit, they receive alerts when
the ticket is modified or closed. Now I know I can have them turn on alerts
for the list, but they will notify them of every other item in the tickets
list. I only want them to be notified for the ones they do. Is there a
script or something I can drop in there to automatically turn on an alert for
items they submit?

tim
Mon Mar 06 16:05:27 CST 2006

You need to use the Issue's list template for this, there is an option in its
general settings to turn on email replies to the user who the issue ticket is
for. We use this rather then alerts as they're too basic in the current SP
version.
You'd set it up so that only your helpdesk team use alerts and the users who
log the requests assign it to themselves (you can change the name of the
assigned to field to be 'submitted by' or something like that)

HTH's


--
Cheers,
Tim Wragg

http://timwragg.blogspot.com/



"brnbngls" wrote:

> I have installed and massively configured the free HelpDesk application for
> WSS that Microsoft released. It's absolutely perfect for our needs and I was
> able to make it do everything required. On the eve of releasing it to our
> users, I discovered that the alerts did not work as I had anticipated.
>
> What we need is when a supervisor puts in a submit, they receive alerts when
> the ticket is modified or closed. Now I know I can have them turn on alerts
> for the list, but they will notify them of every other item in the tickets
> list. I only want them to be notified for the ones they do. Is there a
> script or something I can drop in there to automatically turn on an alert for
> items they submit?
>