Another SQL newbie question. I'm trying to customize the SQL for emailing tickets to include Ticket URL and Ticket History. I'm guessing I need to tell the select query to get that information first before it can be put in the email that gets sent, but I don't know what those variables are or how to find them. I downloaded MySQL Workbench per recommendations at Kace Konference, but don't know how to connect tot he database or navigate the tables to find what I'm looking for. Thanks for all the help for such a n00b.

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For the ticket URL, you should be able to addthe following to the ticket email:

View this ticket online at http://yourKACEdomain/userui/ticket?ID=$id

I believe the same can be done with $ticket_history.

The following symbols are available in templates for email involving tickets:

$ticket_escalation_minutes, $ticket_priority, $ticket_number, $ticket_title, $ticket_url, $ticket_history, $ticket_submitter_name, $ticket_submitter_email, $ticket_owner_name, $ticket_owner_email, $change_desc

Answered 01/14/2013 by: tshupp
Second Degree Black Belt

  • The url worked, but the ticket history variable just gave the variable for some reason. Does the variable have to be set in the query first?
  • Yes all variables must be set in the select query
  • Sorry to keep asking simple questions, but I can't figure out what column is the ticket history column to set the variable in the sql. I am looking at the tables in MySQL Workbench under HD_TICKET. What am I missing? I know it's a really simple thing. Does Kace have a list of these columns somewhere for easy reference?
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