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*Created on K1000 v6.2.109329.This Custom Ticket Rule may be used to send a notification email to all users within the owners label of the queue a ticket is created in.
1. Select your queue from Service Desk > Configuration > Queues
2. Scroll to the bottom of the page and click [Customize] next to "Custom Ticket Rules"
3. Select Choose Action > New (SQL)
4. Set the Name and Description (optional) as you like
5. Use the SQL select statement below. You may use the '$' variables in your email.
HD_TICKET.ID ticket_number, -- $ticket_number
HD_TICKET.TITLE ticket_title, -- $ticket_title
SUBMITTER.FULL_NAME ticket_submitter_name, -- $ticket_submitter_name
SUBMITTER.EMAIL ticket_submitter_email, -- $ticket_submitter_email
CAT.NAME ticket_category, -- $ticket_category
IMPACT.NAME ticket_impact, -- $ticket_impact
PRIORITY.NAME ticket_priority, -- $ticket_priority
STATUS.NAME ticket_status, -- $ticket_status
group_concat(OWNERS.EMAIL) as EMAILCOLUMN
join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID
and C.ID = <CHANGE_ID>
left join USER SUBMITTER on HD_TICKET.SUBMITTER_ID = SUBMITTER.ID
left join HD_CATEGORY CAT on HD_TICKET.HD_CATEGORY_ID = CAT.ID
left join HD_IMPACT IMPACT on HD_TICKET.HD_IMPACT_ID = IMPACT.ID
left join HD_PRIORITY PRIORITY on HD_TICKET.HD_PRIORITY_ID = PRIORITY.ID
left join HD_STATUS STATUS on HD_TICKET.HD_STATUS_ID = STATUS.ID
join HD_QUEUE_OWNER_LABEL_JT HDQOLJT on HD_TICKET.HD_QUEUE_ID = HDQOLJT.HD_QUEUE_ID
join USER_LABEL_JT ULJT on HDQOLJT.LABEL_ID = ULJT.LABEL_ID
join USER OWNERS on ULJT.USER_ID = OWNERS.ID
C.DESCRIPTION like '%Ticket Created%'
6. Place a check in the "Email each recipient in query results" check box and configure the email as follows:
Your email subject line should include the following text to ensure replies to the email go to the existing ticket, rather than generating a new ticket:
[TICK:$ticket_number]For "Column containing email addresses:" enter: "EMAILCOLUMN" (without quotes).
Sample email Message (note the highlighted kbox portion of the URL - this will need to be changed to your K1000 web server name. Also be sure to change "http" to "https" if you are using SSL):
A new ticket has been added to the Service Desk.
Ticket number: $ticket_number
Submitter name: $ticket_submitter_name
Submitter email: $ticket_submitter_email
For complete details, see:
7. The Frequency for this rule should be set to "on Ticket Save."
8. Click the "Save" button.