Hi,

Does anyone have a working solution that sends an email notifcation to the owners of a queue when its moved using the 'Ticket Actions' Move to queue... function?

We have three queues, one for 1st line, 2nd line and 3rd line Support. When a ticket is moved between queues I need KACE to send an email notifying the default ticket owner of the queue it’s been moved to.

 

Thanks

Jim

 

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  • This is a great question and we would be interested in the answer to this as well. Thanks!
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Answers

1

A standard rule on ticket changes should notify the new owner when the ticket is transferred to the queue. We don't have a specific rule in place to notify the owner that the ticket has been assigned to them since it is handled by our rule that notifies the owner on ticket changes. 

Answered 05/08/2013 by: chucksteel
Red Belt

  • So, Chuck of Steel, are you saying that there already should be a default standard rule in place that should be handling this or that you folks have a set up a standard rule that does what you describe? Thanks a lot!!!!
    • You can use either the system rules to handle the notification or have a custom rule in place. We use all custom rules on our KBOX. Here's the select query for our standard Notify Owner on ticket changes rule:

      select HD_TICKET.ID,
      HD_TICKET.ID as TICKNUM,
      HD_TICKET.TITLE,
      U1.USER_NAME as OWNER_NAME,
      U3.USER_NAME as LASTINPUTNAME,
      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
      HD_STATUS.NAME AS STATUS_NAME,
      HD_STATUS.ORDINAL as STATUS_ORDINAL,
      STATE,
      U1.FULL_NAME as OWNER_FULLNAME,
      U1.EMAIL as OWNER_EMAIL,
      U2.USER_NAME as SUBMITTER_NAME,
      U2.FULL_NAME as SUBMITTER_FULLNAME,
      U2.EMAIL as SUBMITTER_EMAIL,
      U3.EMAIL as UPDATEREMAIL,
      U3.FULL_NAME as UPDATERNAME,
      UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
      HD_TICKET_CHANGE.COMMENT,
      HD_TICKET_CHANGE.DESCRIPTION as CHANGE_DESCRIPTION,
      INITIAL_CHANGE.COMMENT as INITIAL_COMMENT,
      HD_CATEGORY.CC_LIST AS NEWTICKETEMAIL,
      HD_CATEGORY.NAME AS CATEGORY_NAME,
      U2.LOCATION AS SUBMITTER_LOCATION,
      U2.WORK_PHONE AS SUBMITTER_WORK_PHONE,
      HD_PRIORITY.NAME AS TICKET_PRIORITY,
      HD_QUEUE.NAME AS QUEUE_NAME
      from ( HD_TICKET,
      HD_PRIORITY,
      HD_STATUS,
      HD_IMPACT,
      HD_CATEGORY)
      JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
      and HD_TICKET_CHANGE.ID=<CHANGE_ID>
      JOIN HD_TICKET_CHANGE INITIAL_CHANGE ON INITIAL_CHANGE.HD_TICKET_ID = HD_TICKET.ID
      and INITIAL_CHANGE.ID=(select MIN(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
      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_CHANGE.USER_ID
      left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_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_TICKET.OWNER_ID != HD_TICKET_CHANGE.USER_ID and
      HD_TICKET_CHANGE.DESCRIPTION not like "%Ticket Created%" and
      HD_TICKET.HD_QUEUE_ID = 5 and
      HD_STATUS.NAME != 'Closed'
      • Super! Thanks a lot! Will give this a looksie.
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