Closed Confirmation Emails

The Closed Confirmation Emails can be managed under Administrator >> Queues >> Manage System Queues >> Edit

A Closed Confirmation email will be sent to the requestor(s) provided:

• The Subject and Message Field have been defined for the confirmation email.
• The Queue Signature has been defined.

The Help Desk operator may prevent the requestor(s) from receiving an Closed Confirmation email when closing a call by deselecting the Send Open Confirmation for non interactive user logging checkbox.

The email is based on a template known as the ‘Closed Confirmation Email'. These templates are defined for each queue. Consequently the email that is sent is governed by the queue that the email originates from.

The Closed Confirmation Template is defined by a Subject and a Message. An example is given below:

Closed Confirmation Subject Example.

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:

Closed Confirmation Notification - Ticket Number 90146.

Closed Confirmation example email Message

The Closed Confirmation emails can be created by double clicking the message box which will display the HTML Editor allowing a user with no HTML experience to construct the message which is then converted to HTML in the message box.

Note: in the example above, the Alert Notification Tags [PROBLEM] will all be replaced with the appropriate field.

See Also

Queue Overview
Open Confirmation Emails
Alert Emails
Alert Notification Tags available
Queue Signature description and example

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