I am using the ticket moved in queues rule which has worked fine up until yesterday. All I did was add another email address and apparently that is preventing the rule from working. What is the format for having multiple email addresses in a rule? I separated them by a comma and a space and I have also tried a comma and no space (this was when it was working)---should a semi colon be used or what? I went through the service desk guide and the admin guide as well as checking here and I do not find any references to multiple email addresses in a rule. Here is the query:
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,
'department@companyname.com, [email=user@companyname.com]user@companyname.com[/email], user@companyname.com' as NEWTICKETEMAIL,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
COMMENT
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>'
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
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_CHANGE.DESCRIPTION LIKE '%Tech Support Queue to the Data Services Queue%'
I verified the Queue information (ticket Change.description) is exact as it is in the email body.
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1
I think you've go it right - the run log should give you information about the failure. FYI you can move tickets in 5.2+ by using the "ticket actions" at the top of the ticket now
Answered 08/26/2011 by: GillySpy
Seventh Degree Black Belt

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1
Thank you GillySpy--this rule is to notify the particular department that a ticket has been moved into their queue. They were not getting the updater email...I resolved it by moving everyone into one group and just using a group email address, but I do have a couple others that I do not have a group email address and I need to add individual email addresses so I will do further troubleshooting if I can't get the other one to work.

~Brandy
Answered 08/29/2011 by: TexasRose
Orange Senior Belt

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1
I have a queue that seems to process the rule ok, but doesn't send the email. Here is the error message:
26:30> Starting: Mon, 29 Aug 2011 09:26:30 -0500
26:30> Executing Select Query...
26:30> selected 1 rows
26:30> Sending email...
26:30> sent mail to [email=user@companyname.com]user@companyname.com[/email],
[email=user@companyname.com]user@companyname.com[/email]
26:30> Sending ticket notifications...
26:30> sent mail to 0 of 1
26:30> Ending: Mon, 29 Aug 2011 09:26:30 -0500
(the email addresses were modified)
Here is the select query:
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,
('user@companyname.com'), ('user@companyname.com') as NEWTICKETEMAIL,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
COMMENT
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>'
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
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_CHANGE.DESCRIPTION LIKE '%Ticket Created%'
it knows to send the email and to whom, it just doesn't send it.
~Brandy
Answered 08/29/2011 by: TexasRose
Orange Senior Belt

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1
What if you used CONCAT in the query:


CONCAT('user@companyname.com, user@companyname.com') as NEWTICKETEMAIL
Answered 09/04/2011 by: GillySpy
Seventh Degree Black Belt

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1
CONCAT ('user@companyname.com, user@companyname.com') as NEWTICKETEMAIL

No that didn't help. Here is the log from the rule:
40:24> Starting: Tue, 06 Sep 2011 09:40:24 -0500
40:24> Executing Select Query...
40:24> selected 1 rows
40:24> Sending email...
40:24> sent mail to user@company.com,
user@company.com
40:24> Sending ticket notifications...
40:24> sent mail to 0 of 1
40:24> Ending: Tue, 06 Sep 2011 09:40:24 -0500

(the email addresses were correct in the actual message.)
Answered 09/06/2011 by: TexasRose
Orange Senior Belt

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1
It looks like the helpdesk (ticket rule) piece is working. Check your mail logs for errors.
Answered 09/06/2011 by: GillySpy
Seventh Degree Black Belt

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1
I found other KACE documentation where it indicated mulitple email addresses needed to be addressed as such, so I changed the select query to NEWTICKETMULTIPLEEMAIL and the email column to be NEWTICKETMULTIPLEEMAIL, save it then sent a test ticket, but it does the same thing...indicates it's sending an email but then it says sent 0 of 1 emails. The only log I found was the KACE 1000 log which is a zipped file....is this the one you are referring to? n It wouldn't be through Exchange because it appears the email is never leaving KBOX....plus I have no problems with other queues sending their emails out.
Answered 09/06/2011 by: TexasRose
Orange Senior Belt

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1
In checking the K1000 server logs, I found the following entry:
[Tue Sep 6 13:48:54 2011] [notice] Resetting K1000 Mail Settings... [FILE:/kbox/bin/kbserver/kbserver.php:135]

[Tue Sep 6 13:49:16 2011] [notice] Resetting K1000 Mail Settings... [FILE:/kbox/bin/kbserver/kbserver.php:135]

[Tue Sep 6 13:50:36 2011] [notice] Resetting K1000 Mail Settings... [FILE:/kbox/bin/kbserver/kbserver.php:135]

[Tue Sep 6 13:50:53 2011] [notice] Resetting K1000 Mail Settings... [FILE:/kbox/bin/kbserver/kbserver.php:135]

ERROR: Failed to initialise messages database: Permission denied
messaging_tdb_init failed: NT_STATUS_ACCESS_DENIED
messaging_init failed
ERROR: Failed to initialise messages database: Permission denied
messaging_tdb_init failed: NT_STATUS_ACCESS_DENIED
messaging_init failed

with the 2 Error messages showing up multiple times during the day in this log. Could this have anything to do with my problems? Unsure of what steps to take from here in relation to the message above. I did not find anything in the K1000 log files specific to mail log other than this. All other emails are working properly to my knowledge.
Answered 09/06/2011 by: TexasRose
Orange Senior Belt

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1
I would call tech support, but a queue is a "mailbox" of sorts so it's possible that only one queue would have a problem. Is this a new queue? anything odd about this queue -- for example naming convention, email address fields set correctly in configuration?
Answered 09/07/2011 by: GillySpy
Seventh Degree Black Belt

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1
Thank you so much for your help and suggestions. This is not a new queue as it has been active since we went live, but it has never worked the way I wanted. It just wasn't as urgent as the others to get fixed and I temporarily resolved it by checking the box to 'send query results to someone'. I'm concerned about the information in the log yesterday. Those messages are not there (yet) today...but it's early :). There has been one ticket come into this queue this morning, and the log file at the bottom of the rule shows like it always done...that it's sending the email and then 0 of 1 email sent. (maybe it's referring to the query email when it says it's sending an email--and then the 0 of 1 email sent is referring to the new ticket email we would prefer to get).

I have reviewed the setup of the queue and I can't find anything out of the ordinary for the queue except a few settings that are specific to this queue...such as the category and initial status. I will contact Tech Support, maybe there is something I am missing in the log file they can help with.

Again, thanks for your help and I will post a resolution when I get it.
Answered 09/07/2011 by: TexasRose
Orange Senior Belt

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1
The only way to resolve this was to create a specific distribution contact to use in my rule with the 2 people that needed the notifications.

Also...the reason the rule appeared to be working, but not sending the email is the option to 'only allow authorized users to send email' needed to be unchecked in Exchange.
Answered 09/22/2011 by: TexasRose
Orange Senior Belt

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1
The syntax is a comma no spaces between the email addresses.
Below are 2 test queries to get a feel for how it should work.

-----SQL Input---------------
SELECT 'emailaddy1@companydomain.com,emailaddy2@companydomain.com' as NEWTICKETEMAIL

SELECT CONCAT('emailaddy1@companydomain.com', ',' , 'emailaddy2@companydomain.com') as NEWTICKETEMAIL

----SQL Output-------------
emailaddy1@companydomain.com,emailaddy2@companydomain.com


Thank you
Answered 08/26/2015 by: Ethan
Senior White Belt

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