We have an after-hour support team that needs to receive tickets Monday to Thursday 5:00pm to 7:00am and Friday 5:00pm to Monday 7:00am.  We don’t want them to receive tickets during normal working hours. We can do this in Spiceworks and cannot seem to make this happen in KACE.  Even if we cannot set a time/date trigger it would be helpful to create a manual ‘switch’ that could be turned on and off.

Has anyone had this same issue and how did you solve it?

Thanks!

Answer Summary:
Using SQL from two different post here on itninja we created a query that works great. Hope it can help someone else. We combined SQL from the two links below: http://www.kace.com/support/resources/kb/article/how-to-create-time-based-notifications and http://www.kace.com/support/resources/kb/article/how-to-notify-any-user-or-group-by-email-when-a-new-help-desk
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This should be possible with a custom ticket rule. You would probably need two separate rules, one that matches for day of the week Monday through Thursday and time 5pm to 7am and another for the weekend. Do you have anyone on your team with MySQL experience?

Answered 05/09/2013 by: chucksteel
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Using SQL from two different post here on itninja we created a query that works great. Hope it can help someone else. We combined SQL from the two links below:

http://www.kace.com/support/resources/kb/article/how-to-create-time-based-notifications

and 

http://www.kace.com/support/resources/kb/article/how-to-notify-any-user-or-group-by-email-when-a-new-help-desk

 

SELECT

      -- ticket fields

      HD_TICKET.ID, -- $id

      HD_TICKET.ID AS TICKNUM, -- $ticknum

      HD_TICKET.TITLE, -- $title

      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created

      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified

      -- change fields

      C.COMMENT, -- $comment

      C.DESCRIPTION, -- $description

      GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',

       H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at https://MYKACE.com/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')

       ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history

      -- about the updater

      UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname

      UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname

      UPDATER.EMAIL AS UPDATER_EMAIL,     -- $updater_email

      IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional

      -- about the owner

      OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname

      OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname

      OWNER.EMAIL AS OWNER_EMAIL,     -- $owner_email

      IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user

      -- about the submitter

      SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname

      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname

      SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email

      -- about priority

      P.NAME AS PRIORITY, -- $priority

      -- about status

      S.NAME AS STATUS,   -- $status

      -- about impact

      I.NAME AS IMPACT,   -- $impact

      -- about category

      CAT.NAME AS CATEGORY, -- $category

      -- other fields

                              CASE WHEN HOUR(NOW()) IN (7,8,9,10,11,12,13,14,15,16)

                                             AND DAYOFWEEK(NOW()) IN (2,3,4,5,6)

                              THEN 'Normal.workhours@mycompany.com’ -- make this blank  for normal hours

                                             ELSE ‘AfterHours@afterhours.com’

                              END AS NEWTICKETEMAIL -- $newticketemail

    FROM HD_TICKET

     /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID

                            AND C.ID=<CHANGE_ID>

     /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID

     /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID

     /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID

     /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID

     /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID

     /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID

     /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID

     /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID

    WHERE

     C.DESCRIPTION LIKE 'TICKET CREATED%'

      /* this is necessary when using group by functions */

    GROUP BY HD_TICKET.ID

    HAVING 1=1

 

Answered 05/09/2013 by: Jalvey74
Third Degree Green Belt

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