Hi,

I need assistance in creating a custom ticket rule. When the ticket submitter selects a specific Category, I'd like to add a link to a KB Article in the body of the email that is sent to the submitter when the ticket is created.

Thank you for your assistance!

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This should be possible. Do you want to have different KB articles based on different categories, or just one category that will have an automated answer? The issue becomes scaling the solution if you have multiple categories.

Answered 03/01/2013 by: chucksteel
Red Belt

  • Hi chucksteel,

    Yes, however, I have a limited number of Categories that I would actually need to run the rule for, probably only 3 or 4. Thanks again for your help.
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You need to add a statement similar to the following as part of the select statements:

case
when HD_CATEGORY.NAME = "Configuration" then 1
when HD_CATEGORY.NAME = "Permissions" then 2
end as KBID,

In this example if the category is Configuration the matching knowledge base article ID is 1, Permissions is 2, etc. You need to adjust these to the categories you have and the relevant knowledge base article IDs.

Then, in your email message to the user you can provide the link as:

https://k1000address/userui/advisory_detail.php?ID=$kbid

 

 

 

 

Answered 03/01/2013 by: chucksteel
Red Belt

  • I will give it a try, thank you very much!
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