Add option "send to role" in email action

[Dante4]

Hello

I would love to have ability to send emails not only to “users” or “predefined variables”, but also to “roles”
That would achieve following pros:

• Easier following Role model - you don’t need to change user in multiple triggers, you just need to change role of user
• Easier management - if you use LDAP group sync you can just remove AD group from old user and add it to new one

With best regards

[7qubit]

Is your AD LDAP from Exchange domain ? If yes, you can simply create a distribution group for each group and they will be imported into Zammad through “LDAP Sync”.

[Dante4]

That’s may solve the 2nd problem, but that’s not solution in regards to “role model”

[7qubit]

ok maybe we are talking about 2 different places, you mean the normal emailing to customers or when creating tickets ?

[Dante4]

Mostly I’m about Trigger and Schedulers actions.
For example, you have role “Managers of Stuff” (it’s actually 3 ppl). And we have 2 Triggers -

1. New ticket
2. On ticket close

And 2 Schedulers:

1. For escalation in case no one answer to ticket for 1 day
2. For VIP escalations in case no one answer to ticket in 30 mins

So, now Agent X no longer works in “Managers of Stuff” department. So I need to change him in 5 places to change all notifications (Role + 2 triggers + 2 schedulers).

If we there would be ability to send message only to role “Managers of Stuff” there would be only 1 place to change it.

Basically in role model - you don’t connect notifications to ppl, you connect them to roles, which simplify the process in case of adding new ppl or removing old ppl

[7qubit]

oh yes, there are fixed variables to choose from. I would also have liked to use “fields variables” there to be able to trigger notification to third parties.