Hello All,

I was wondering if there was a way to have an email send out if I or another member of my team manually enters a ticket into Dell Kace. It seems that by default the only way for an end user to get a ticket generated email is if they email the support address.
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One way you could possibly do it would be to configure a custom field as a switch value ie a single select with a value of 0 or 1.

You can then create a custom ticket rule that looks to see if the call was logged by a tech A or tech B or TechC etc, makes sure the ticket status is not closed and if the switch value in the custom field is = 0.

If you set the rule to run on a schedule every 15mins and also create an identical rule that runs on ticket save.

Into the ticket rule, set up using the email option to send an email out to anyone who needs it and then set the switch value to 1. You may need to select additional data in the select query so that you have additional email addresses available or send it to a mailing list.

This way you get an alert message when a ticket is logged, only by the tech listed and only once.

NB Once you have this all working you can hide the switch value field so it is not seen and the ticket rule should continue to operate.

Hopefully that makes sense?

Answered 07/16/2014 by: Hobbsy
Red Belt

  • Thanks so much. I apologise for not posting soonwe that a fix was found. We created a custom ticket rule with a SQL query:

    SELECT

    -- ticket fields

    HD_TICKET.ID, -- $id

    HD_TICKET.ID AS TICKNUM, -- $ticknum

    HD_TICKET.TITLE, -- $title

    DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created

    DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified

    -- change fields

    C.COMMENT, -- $comment

    C.DESCRIPTION, -- $description

    GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',

    H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://YOURPORTALADDRESS?ID=',H.HD_TICKET_ID,'\n')

    ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history

    -- about the updater

    UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname

    UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname

    UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email

    IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional

    -- about the owner

    OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname

    OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname

    OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email

    IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user

    -- about the submitter

    SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname

    SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname

    SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email

    -- about priority

    P.NAME AS PRIORITY, -- $priority

    -- about status

    S.NAME AS STATUS, -- $status

    -- about impact

    I.NAME AS IMPACT, -- $impact

    -- about category

    CAT.NAME AS CATEGORY, -- $category

    -- other fields

    -- -- example of static distribution list

    'ITSupport@YOURCOMPANY.com' AS NEWTICKETEMAIL -- $newticketemail

    FROM HD_TICKET

    /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID

    AND C.ID=<CHANGE_ID>

    /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID

    /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID

    /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID

    /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID

    /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID

    /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID

    /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID

    /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID

    WHERE

    C.DESCRIPTION LIKE 'TICKET CREATED%'

    /* this is necessary when using group by functions */

    GROUP BY HD_TICKET.ID

    HAVING 1=1

    Thanks for your reply, I really appreciate it!
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