The instructions on this page are provided "as-is," without any express or implied warranty. In no event shall the author, or Dell be held liable for any damages arising from the use of the information provided on this page.

WARNING: Always review "Precautions when creating ticket rules" before writing any rules
*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.

select
HD_TICKET.ID,
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
from
HD_TICKET
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
where
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
Title: $ticket_title
Submitter name: $ticket_submitter_name
Submitter email: $ticket_submitter_email
Category: $ticket_category
Impact: $ticket_impact
Priority: $ticket_priority
Status: $ticket_status

For complete details, see:
    http://kbox/adminui/ticket.php?ID=$ticket_number

7. The Frequency for this rule should be set to "on Ticket Save."

8. Click the "Save" button.