Route report emails to the right people
Configure a ticket policy to send issue report emails to users who hold specific roles on a room or building, without adding them to global support staff.
By default, unassigned issue reports are emailed to every support manager and support staff member across your tenant. A ticket policy adds extra email recipients who hold a specific role on the affected room or building (such as a floor manager or lab owner) without adding them to global support staff.
Open Assignable roles1. Create a ticket policy
Go to Ticketing › Ticket policy and click Add to open the policy form. Enter a unique Name for the policy.
Ticket policies showing configured report roles and active rules.
2. Enable the email rules and select roles
The Report email section contains two independent rules:
- Send report email to building role holders: Emails users who hold the selected roles on the building where the reported resource is located.
- Send report email to bookable resource role holders: Emails users who hold the selected roles on the reported resource itself.
Turn on either rule to enable its role list, then select the roles that should receive report emails.
The two report-email rules and their selectable role lists.
3. Select the resources covered by the policy
On the left side of the form, expand each resource type and select the rooms, desks, or equipment items that this policy covers.
Each resource can belong to at most one ticket policy. Resources already assigned to another policy cannot be selected here. To move a resource to a different policy, remove it from its current policy first.
Resources not covered by any policy continue to send report emails to the default support staff and support manager list.
Field reference
| Field | What it does | When to change it |
|---|---|---|
| Name | Unique name identifying the policy in the list | Name the policy after the buildings or floors it covers (for example, Tower A Floors 4–6) |
| Send report email to building role holders | Enables sending report emails to holders of the selected building roles. When turned off, the selected roles remain saved without sending emails | Keep off while you are still setting up role assignments |
| Building report roles | Selects which roles held on the building receive report emails | Update when you add a site-wide or building-wide role that should be notified of faults |
| Send report email to bookable resource role holders | Enables sending report emails to holders of the selected resource roles | Turn off temporarily if room owners should stop receiving emails without losing your saved role selection |
| Bookable resource report roles | Selects which roles held on the resource itself receive report emails | Use when notifications should go to the person responsible for a specific room or lab |
| Assigned resources | Selects the rooms, desks, and equipment covered by this policy | Update whenever rooms are added or reorganized. Each resource can belong to only one policy |
| Branch management | Sets which branch owns the policy (shown only when branch management is enabled) | Leave as inherited unless a specific branch administers this policy independently |
What a ticket policy does not control
- Only adds recipients: A policy never removes support staff or support managers from report emails.
- Email notifications only: Role holders receive emails, not in-app or push notifications; see Who gets told when an issue is reported.
- Does not change assignment emails: The Support ticket assigned to you email is sent only to the assigned handler.
- Does not assign tickets: Receiving a report email through a policy does not assign the ticket to that role holder.
4. Verify the policy
Using an account that is neither on support staff nor a role holder, submit a test issue for a room covered by the policy. Confirm that the New issue reported email arrives for both support staff and the selected role holders, and does not arrive for users holding the same role on rooms outside the policy.