[Bug] Allow selecting the employee in the “Forward To” field (Help Desk module) within email automation rules #946
Description
Description
In the Help Desk module, each ticket includes a “Forward To” field that identifies the employee to whom the ticket has been forwarded.
Currently, when configuring email automation rules, it is not possible to dynamically select the employee defined in this “Forward To” field as a recipient or target action.
This limitation prevents automatic email routing when a ticket is reassigned or forwarded.
Adding this feature would allow the system to automatically send emails to the employee specified in the “Forward To” field, ensuring seamless communication without manual configuration.
Steps to Reproduce
Configuration
Mail automations
Create
Expected Behavior
The automation rule should allow selecting “Employee in Forward To field” as a dynamic recipient option.
When triggered, the email should automatically be sent to the employee indicated in that field on the Help Desk ticket.
Actual Behavior
Currently, email automation rules only allow static recipients (specific users, roles, or groups).
The “Forward To” field from the Help Desk module cannot be referenced dynamically.
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Labels
bug
Priority
Medium
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