An Open Confirmation email is an email that can be sent to the Requestor(s) upon logging of a new call. It notifies the Requestors that the job has been received and will be worked upon.
An Open Confirmation email will be sent to the Requestor(s) provided:
The Help Desk operator may prevent the requestor(s) from receiving an Open Confirmation email when logging a call by deselecting the send open confirmation email to requestor(s) checkbox.
The email is based on a template known as the ‘Open Confirmation Email'. These templates are defined for each queue. Consequently the email that is sent is governed by the queue that the email is generated from.
The Open Confirmation Template is defined by a Subject and Message. An example is given below:Open Confirmation example email Subject Code
Note: in the example above, the Alert Notification Tag [CALLID] will be replaced with the appropriate call number, resulting in an email subject line that may look like this:
Open Confirmation Notification - Ticket Number 90146.
Open Confirmation example email Message Code
Note: in the example above, the Alert Notification Tags [FIRSTNAME],[PROBLEM] and [DETAILS] will all be replaced with the appropriate fields, so the resultant email may actually look like:
See also :
Queue Overview
Closed Confirmation Emails
Alert Emails
Alert Notification Tags available
Queue Signature description and example