Hey everyone, I have two issues that have been bugging us for a while and I was wondering if anyone else has had this problem and if they have found a solution to it.

  1. When a user submits a ticket, I have them trained to wait for the response from the KBOX telling them that their ticket has been created and THEN replying to that ticket with any updates. This is to avoid creating duplicate tickets that just say "It's fixed now!" or whatever. The problem I have is this: I want any updates going to "Unassigned Tickets" to be emailed out to all of the Owners of the queue until the ticket is assigned. Is there a way to do this?
  2. When the original ticket, or a replied update, is sent to the KBOX I want anyone included in the email (TO or CC fields) to be added in as a CC in the ticket. More importantly, when someone sends an email reply to a ticket, if they are not already listed in the CC list, then their email should be added so they get all future replies.
Thanks,Ken
Answer Summary:
Posted the code for part 1 of the above question, but still haven't found a solution to the second half of my original post.
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FYI, I just edited your post for layout as I was having a hard time reading it...

1. Do you allow your submitters to set the category of a ticket ? If so then you will need a modified version of faq 613 that focuses your team as distribution list on OWNER_ID=0 and ignored DESCRIPTION LIKE 'Ticket Created%'

If you do not allow your submitters to set the category then those unassigned tickets should all have the same default category -- thus you could put your distribution list as the category cc (also covered in faq 613 the simple case)

2. The kbox drops the to and cc field so you would not be able to copy the cc list to the ticket cc.
You could have a rule that puts an updater that is not already in the cc list or submitter on the ticket cc. We do this in our helpdesk actually. The code won't help you because we also make sure they are a valid contact for that company. Code also depends upon your rules for adding people -- should anyone be added? Or only someone who is already a user in the system? Or someone listed as a potential submitter for the queue?
Answered 10/13/2011 by: GillySpy
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Hey Gerald,

Glad to see that you were able to make sense of my multiple issue post.

Item 1: Yes, our users are able to choose the category if they wish. Using your suggestions, I was able to get the system to email me on updates to unassigned tickets, thank you for pointing in the right direction. Now I seem to be stuck on getting the updated comment to show up in the email. I use "$comment" in my version of faq 613, but it doesn't seem to work on this ticket rule. Any ideas there?

Item 2-A: Very sad to hear that the KBOX drops the email TO and CC fields. Maybe I will need to submit that as a feature request.

Item 2-B: Currently, I am not worried about comparing the list to anything, although I guess I could compare it to current users on the system. Until you mentioned it, I failed to see the repercussions with this... but my imagination is starting to see them now. I think we will keep trying to move forward on the idea until the benefits outweigh the possible side affects. So my primary focus remains: get anyone who replies to the ticket, added to the ticket as a CC... if they are not already listed as the owner, submitter or approver for that ticket.

Once I get the various parts tested and working, should I post the code for others?

Thanks,
Ken
Answered 10/14/2011 by: KboxKen
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1. does COMMENT exist as column in the select query?

2-A yes, please vote. It is likely already in the request list

2-B feel free to post whatever code you have. List any caveats that allow it to work for you like the one where you aren't worried about currents users, etc.

Good luck
Answered 10/14/2011 by: GillySpy
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I do not see any references to "comment" in either sets of code. I was going to follow the direction on one of the recorded webinars that I found and download the database to MySQL Workbench in an effort to find the correct table and column heading that I want, but I have not done so due to time constraints.
Answered 10/14/2011 by: KboxKen
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One of the two queries in that article shows COMMENT as a field. Make sure you have yours in the same place. Then your $comment variable in the email body will be substituted with the COMMENT that was made.
Answered 10/14/2011 by: GillySpy
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That took care of it. I am going to let it run on the production queue and see how it performs and then post the code.
Thanks for all the help Gilly.
-Ken
Answered 10/17/2011 by: KboxKen
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Excellent. I'm sure other customers would appreciate that
Answered 10/17/2011 by: GillySpy
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Code for those who find they need it, this is a spin-off of the FAQ 613 provided by KACE.
This is only for Part 1 of my original question/post.

Title: Unassigned ticket update - Notify Owners
Frequency: On Ticket Save
Select Query:

select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
OWNER.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,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
U3.USER_NAME as UPDATER_NAME,
U3.FULL_NAME as UPDATER_FULLNAME,
U3.EMAIL as UPDATER_EMAIL,
'YourAdminDistributionGroup@YourCompany.com' as NEWTICKETEMAIL, /*<<<change your email here */
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
COMMENT
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>
left join USER OWNER on OWNER.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
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 OWNER_ID=0
and HD_TICKET_CHANGE.DESCRIPTION NOT LIKE 'TICKET CREATED%'



Send an email for each result row
Subject: [TICK:$ticknum] $title
Email Column: NEWTICKETEMAIL
Email Body:

On $modified, $updater_fullname ($updater_email) updated UNASSIGNED ticket # $ticknum

Ticket Title:
$title

Updated Ticket Comments:
$comment

----
Please review this ticket online, and take ownership or assign an owner, at
https://kbox/adminui/ticket?ID=$ticknum


Enjoy.
-Ken
Answered 10/27/2011 by: KboxKen
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