Basically we want to have the helpdesk email our users with ticket information.  However we have vendors that email us things to the helpdesk and I would like to prevent status updates to those recipients.  Can I use a Custom Ticket Rule to suppress this?

Thanks in advance

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Are the users' email addresses listed in the K1000's Service Desk > Users screen?  (i.e. imported via LDAP or entered manually)  If so, you should be able to use a custom ticket rule (or rules) that says something like "if HD_TICKET.SUBMITTER's email = USER.EMAIL, then reply" and have it run on ticket save.  But... you would most likely have to use this approach in place of the canned reply ticket rules (i.e. you would have to disable other "email" rules the Ticket Rules screen and use your custom ticket rules to handle emails).

John

Answered 08/01/2012 by: jverbosk
Red Belt

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This will have to be a custom email rule but I would take a different approach from John. Rather than compare with the user's table I would just add a line to the SQL where statement that verifies the submitter's email address ends with your email domain. The rules wizard should have that functionality.

Answered 08/02/2012 by: chucksteel
Red Belt

  • Thanks for both responses. I will have to figure out the code but I will let both of you know how I make out.
    • Feel free to post what SQL you come up with and we can help if it doesn't quite work.
      • Thanks Chuck,

        It will take me a bit to get back on this, I have to try to power learn SQL queries and such. I am using samples from John and other Kace resources. I will let you know as soon as I learn some of it. This will help me understand better, than simply asking for the code.
  • Great idea, Chuck!

    John
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