Is there a way to modify the Default EmailOnClose Ticket rule to include the Resolution information that is entered upon Closing the Ticket. Currently, when a ticket is closed no information is sent to the Submitter as to what was completed.

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Under "Email on Events", click "Customize Emails". You can find the appropriate email template.  You should be able to add the "$ticket_resolution" symbol to the body of the appropriate template.  Other available symbols should be listed in the "Configuration Notes" sidebar.

Answered 02/28/2014 by: grayematter
Fourth Degree Black Belt

  • I did see that, but we are just starting to deploy the Service Desk Feature and I am not ready for user's to see the Satisfaction Survey. We will deploy that in the future, so I was wondering if the EmailOnClose SQL could be modified. Here is the information...Would I be able to add something in here to also include the Resolution Field to be included in this Template?

    Select Query
    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,
    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 = 6
    • You should be able to add "HD_TICKET.RESOLUTION AS RESOLUTION" to the fields selected. You should then be able to reference "$resolution" in the email body.

      Your other option is to remove the references to the survey from the canned email template. If/when you want to enable the survey, add that information back to the template.
      • Thanks for your Help! I have tweaked the canned email templates and believe I have it working as needed.
      • Just came up with an issue. When we close the ticket, the "Ticket Closed Notification" canned email goes out (works great). However, an additional email goes out for "Ticket Change Notification" after the "Ticket Closed Notification" which is confusing users as to what the second email is for and replies to the ticket asking a question which then re-opens the Ticket. Is there anyway to suppress the Ticket Change Notification Email if the ticket is put in a closed state?
      • This is most likely from an enabled "Status Change," "Resolution Change," or "Ticket Closed" email event for the Submitter. In our case, we have "Status Change" and "Ticket Closed" both enabled for Submitter. Unfortunately our Submitters also get two emails.

        You could get around this with custom ticket rules for both events. Or you could customize the text for the "Status Change" message to include both the "Status Change" information as well as the "Ticket Closed" information.
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