Is there a way to see the K1000 default SQL rules for Helpdesk?  I want to modify the comment and owner change rules and I am not sure how to do this.

Also, other than the email wildcards from the Dell 6.4 Admin guide, are there other wildcards I can use?
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The system rules are in the queue configuration under the email on events section. There aren't any "default" custom rules if that is what you are asking. The variables listed in the admin guide are the only ones available for the system rules. If you create custom rules then you can select any columns from the database and use them as variables in the emails being sent to the user.

Answered 03/07/2016 by: chucksteel
Red Belt

  • I am specifically looking for the SQL code that triggers when the "Owner" or other options check boxes (Like Owner Change) are selected. There has to be code for that that isn't seen.

    Also, the emails sent out with that, there must be a way to grab the code for ------------Change by "person 1" at xyz time----------- and Changed ticket owner from ----"name" to "name"---------
    I do not see anything in the templates that show the code for that or to get that information to a custom email?
    • You can't edit the code on the system rules, only the templates. If you need to send notifications that don't fit within the bounds of the system rules then you need to create a custom rule.
      • I understand that, I never said that I wanted to edit the code on the system rules. I am trying to create a custom rule, I am not a SQL anything so I just thought if I could see their code, because that is along the lines of what I am trying to do with a few tweaks, I could create my own code.
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