KACE Product Support

For the system rules there is a list of available variables on the right side of the page. You can use those variables to add further details. If there are other details you need included, then you will have to create a custom rule.

You can also make sure that you have comments going to the submitter so that when the owner of the ticket (tech) adds a comment, the KBOX will send that comment to the user keeping them informed with updates. Owners can also hide the comment if need be so the user doesn't see it or get an email. 

Thanks for your quick answers.

I have seen those variable and found another post also where it is said to use $ticket_history but this comes with the entire ticket history.

I have tried the $change_desc also but this doesn't seem to work. this is written in the mail.

is there a way to limit the $ticket_history to the last comment added ? That would be what I am looking for.

Cheers

Here's an example custom rule that emails owners on ticket changes. I would highly recommend that you either read the section in the Service Desk administrators guide that speaks to creating custom ticket rules or check the Kace Kontinuing Education series for videos on the topic. 

Here's a blog post that walks you through adding a custom ticket rule to notify the submitter on a new ticket:

http://www.itninja.com/blog/view/ticket-rule-notify-on-new-ticket

For a rule that is triggered for ticket changes, I have the following select statement:

 select HD_TICKET.ID, 
HD_TICKET.ID as TICKNUM, 
HD_TICKET.TITLE, 
U1.USER_NAME as OWNER_NAME, 
U3.USER_NAME as LASTINPUTNAME,  
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED, 
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED, 
HD_STATUS.NAME AS STATUS_NAME, 
HD_STATUS.ORDINAL as STATUS_ORDINAL, 
STATE, 
U1.FULL_NAME as OWNER_FULLNAME, 
U1.EMAIL as OWNER_EMAIL, 
U2.USER_NAME as SUBMITTER_NAME, 
U2.FULL_NAME as SUBMITTER_FULLNAME, 
U2.EMAIL as SUBMITTER_EMAIL, 
U3.EMAIL as UPDATEREMAIL, 
U3.FULL_NAME as UPDATERNAME,
U4.FULL_NAME as INITIALNAME,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
HD_TICKET_CHANGE.COMMENT,
HD_TICKET_CHANGE.DESCRIPTION as CHANGE_DESCRIPTION,
INITIAL_CHANGE.COMMENT as INITIAL_COMMENT,
HD_CATEGORY.CC_LIST AS NEWTICKETEMAIL,
HD_CATEGORY.NAME AS CATEGORY_NAME,
U2.LOCATION AS SUBMITTER_LOCATION,
U2.WORK_PHONE AS SUBMITTER_WORK_PHONE,
HD_PRIORITY.NAME AS TICKET_PRIORITY,
HD_QUEUE.NAME AS QUEUE_NAME
from ( HD_TICKET, 
HD_PRIORITY, 
HD_STATUS, 
HD_IMPACT, 
HD_CATEGORY)
JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID 
 and HD_TICKET_CHANGE.ID=<CHANGE_ID>
JOIN HD_TICKET_CHANGE INITIAL_CHANGE ON INITIAL_CHANGE.HD_TICKET_ID = HD_TICKET.ID
 and INITIAL_CHANGE.ID=(select MIN(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
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_CHANGE.USER_ID 
left join USER U4 on U4.ID = INITIAL_CHANGE.USER_ID
left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_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_TICKET.OWNER_ID != HD_TICKET_CHANGE.USER_ID and
(HD_TICKET_CHANGE.DESCRIPTION not like "%Ticket Created%" or
HD_TICKET_CHANGE.DESCRIPTION not like "%Changed ticket Machine from%")
and
HD_TICKET.HD_QUEUE_ID = 2 and
HD_STATUS.STATE != 'closed'

Be sure to change the HD_TICKET_QUEUE_ID = 2 to match the queue ID of your service desk. For this rule the most recent comment is available in the email as $comment.