Email Notification on High Priority Tickets

This feature is mainly realized via the workflow ‘TE_KM_email_on_emergency’.



The workflow fires, if a ticket with priority ‘high’ has been created. The workflow works like this:

  • Process 1: The workflow starts with the created ticket and gets the associated company (if the field ‘ticket

    notification’ has been set on the company). From the company, the two reps are selected and their email address is saved into a parameter. After that the workflow checks if there is a sales group linked to the company, if so the workflow loops all sales group records in the command of process 1, if not the workflow continues to process 3.

  • Process 2: If the company has more than one sales group linked to it, process 2 is called for each sales group record.

    The workflow checks all reps fields and saves the emails if there are reps saved.

  • Process 3: If there are no more sales group records or if there were not any at all, process 3 is called. This process writes all saved email into the ticket and calls the trigger KM_send_emergency_email which sends the actuall E-mail.

The trigger ‘KM_send_emergency_email’ which sends the E-mail uses the following variables to piece together the text of the E-mail:

  • TE_KM_emergency_e-mail_subject

  • TE_KM_emergency_e-mail_text1
  • TE_KM_emergency_e-mail_text2