Including KACE helpdesk attachments to email notifications
We have set up our helpdesk with the rule to send out an email to members of a group when a new ticket is created, however we would like to have that email notification include all attachments that were submitted with the ticket. Has anyone done this or know if there is a guide somewhere to accomplish this? They need to be attached to the email so they can be viewed via smartphone/off the domain. I realize this could include large attachments, but our users only send screenshots and MS Office documents as attachments for the most part. Thank you!
We set up this rule: http://www.kace.com/support/resources/kb/article/How-To-Notify-Any-User-or-Group-by-Email-When-a-New-Help-Desk
Answers (3)
To be honest wouldnt it be easier for them to go to the web portal to view images?
You could probably just create a rule which copies a link (i dont know if you could create an img src link for html email to point to them, maybe that folder has unauthenticated access?) to the attachment. Remembering that the default location for any attachments is as follows:
http://yourhelpdesk.com/packages/hd_attachments/%thechangeIDforthatpartiularchange%/image001.png - they go up sequentially from there.
Therefor you could I guess create a ticket rule which queried on ticket save where HD_ATTACHMENT.FILE_SIZE>1 or not Null and have it get the change ID and create links for any files. It would be a lengthy process. The code below links all the HD_Ticket, HD_Ticket_Change and HD_Attachment which are the tables you'll need to look at.
Select
*
From
HD_ATTACHMENT Inner Join
HD_TICKET_CHANGE On HD_TICKET_CHANGE.ID = HD_ATTACHMENT.HD_TICKET_CHANGE_ID
Inner Join
HD_TICKET On HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
Where
HD_TICKET.ID = %TICKNUM%
http://kbox/packages/hd_attachments/screenshot.png.fd7afd7201a1de1b23703c1a2b91cfc3
I have been trying to determine a similar solution... it seems that even after generating the link to the attachment file, there is some difference when following the link from within the ticket and following the link on its own. The former simply downloads the file, the latter throws a permissions error. Has anyone found a possible solution to that?
This is the addition to our emails that I used to populate the link:
CASE WHEN C.DESCRIPTION like '%Added attachment%' then CONCAT('\n- Added attachment http://thd.lasell.edu/packages/hd_attachments/',C.ID,'/',FILE_NAME,'\n\n') else '' END AS ATTACHANGE,
Then use attachange var in the email output.
and yes you'll need to join the change table and attachment table as above.
From what I can tell its the same exact link as the attachment link in the ticket, however it only opens when coming from within that ticket and not from email or the browser directly.
