I am trying to add a ticket's resolution to the EmailOnClose rule. My knowledge of SQL is limited at best. Basing my experiment off of another ITNinja article, I added HD_TICKET.RESOLUTION as CRES to the SELECT statement:

select HD_TICKET.*,

                HD_STATUS.NAME AS STATUS_NAME,

                HD_STATUS.ORDINAL as STATUS_ORDINAL,

                HD_IMPACT.ORDINAL as IMPACT_ORDINAL,

                HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,

                HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,

                HD_TICKET.RESOLUTION as CRES,

                STATE, 

                if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,

                if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED, 

                if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED, 

                if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED, 

                if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,

                if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED, 

                if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,

                if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,

                case upper(STATE) 

                when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED) 

                when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED) 

                else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,

                if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,

                U1.FULL_NAME as OWNER_FULLNAME,

                U1.EMAIL as OWNER_EMAIL,

                if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,

                if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,

                U2.FULL_NAME as SUBMITTER_FULLNAME,

                U2.EMAIL as SUBMITTER_EMAIL,

                if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,

                if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,

                if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,

                Q.NAME as QUEUE_NAME                        

                from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)

                LEFT JOIN USER U1 on U1.ID = HD_TICKET.OWNER_ID

                LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID

                LEFT JOIN USER U3 on U3.ID = HD_TICKET.APPROVER_ID

                LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID

                LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID

                where HD_PRIORITY.ID = HD_PRIORITY_ID

                and HD_STATUS.ID = HD_STATUS_ID

                and HD_IMPACT.ID = HD_IMPACT_ID

                and HD_CATEGORY.ID = HD_CATEGORY_ID and ((HD_STATUS.STATE = 'closed') 

                and HD_TICKET.RESOLUTION not like '%Closed Email Sent') 

                and HD_TICKET.HD_QUEUE_ID = 1

I then put $CRES in the email result, but the variable remained a variable. Can any of you fine ladies and gentlemen assist me?

Answer Summary:
Use the preset variable $ticket_resolution instead of messing with the SQL.
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  • I tried this and I still just get $ticket_resolution in my email. What am I missing?
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Found the premade variable $ticket_resolution in a different spot on in KACE. Works like a charm.

Answered 04/01/2014 by: tdickinson
Orange Senior Belt

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