KACE Product Support

http://www.kace.com/support/kb/index.php?action=artikel&id=613

What I did was create a custom ticket rule.

Title: Email - ITDept on Ticket creation
Frequency: on Ticket Save

SELECT 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://support.MYDOMAIN.com/userui/ticket.php?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
'ITDept@MYDOMAIN.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=
/* 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



Then check the box "Send an email for each result row"
SUBJECT: NEW SUPPORT TICKET: $title [Ticket: $ticknum]
Email Column: NEWTICKETEMAIL

EMAIL BODY:

$submitter_fname has opened a ticket. Please click here to reply to this email
or review it online at

http://support.MYDOMAIN.com/adminui/ticket?ID=$ticknum

The submission was:
Ticket: $ticknum
From: $submitter_fname ($submitter_email)
Category: $category
Priority: $priority
Status: $status
Severity: $impact

Opening Comment: $comment