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I'm firing the query below "on Ticket save". This triggers an email to be sent to myself (for testing purposes).

If I click "run query", I receive the email with all the pertinent information.

However, if I create a new ticket (by submitting an email), it doesn't seem to work. Any thoughts?

SELECT HD_TICKET.ID, HD_TICKET.TITLE, HD_TICKET_CHANGE.COMMENT, HD_TICKET_CHANGE.VIA_EMAIL, HD_TICKET.CREATED, 'user@domain.com' AS NOTIFICATION_EMAIL

FROM HD_TICKET 

JOIN HD_TICKET_CHANGE

ON HD_TICKET.ID = HD_TICKET_CHANGE.HD_TICKET_ID

WHERE HD_QUEUE_ID = '1'

AND HD_TICKET_CHANGE.DESCRIPTION = 'Ticket Created'

ORDER BY HD_TICKET.ID DESC

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This might be a silly question, but is the Enabled box checked? I often forget to check the box when creating new rules.

Answered 04/23/2012 by: chucksteel
Red Belt

  • Thanks Chuck for getting back to me. Right now it's not, only because I want to test out the query without having it in effect. I just want to click the "view results" link and see the results. The minute I addd an order by or limit action, the results go away. It's as if it doesn't respect those terms. Any ideas??
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