Dear,

I created a ticket rule that should fires when ticket created only. When I created my rule through the wizard I found in the frequency these options only:


I didn't find something like "ON TICKET CREATE".
Now I want to add in the SQL query condition that will check the ticket create time with the current time, if true the rule will fire.
The ticket create time exist in this variable "HD_TICKET.CREATED", but how can I retrieve the current server time ? What's the name of this variable ?

Or if you have another logic to help in firing this rule only on ticket create, please advise.

Thanks in advance..
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  • Thanks that solved,

    My issue now, there is no notifications after firing the rule. Actually the rule goal is to change the category's owner depending on the submitter location.
    Now the owner is changing properly, but how to send an email to the new owner to tell him that he got a ticket ?

    Thanks.
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The best way to do this is actually look at the change description:
HD_TICKET_CHANGE.DESCRIPTION LIKE '%Ticket Created%'

will only match tickets when they are created. If you created the rule using the wizard there should already be a join to the HD_TICKET_CHANGE table.

Answered 09/03/2014 by: chucksteel
Red Belt

  • Thanks that solved,

    My issue now, there is no notifications after firing the rule. Actually the rule goal is to change the category's owner depending on the submitter location.
    Now the owner is changing properly, but how to send an email to the new owner to tell him that he got a ticket ?

    Thanks
    • You should be able to check the box to email each recipient in query results. You then provide the column containing the owner's email address and set the subject and email body.
      • Thank you for your reply.
        the rule should change the owner depending on choosing the location from drop-down list, when I put the variable "OWNER_EMAIL" in "Column containing email addresses", it send an email to the default ticket owner (before the rule change the owner). How can I send the mail to the new owner ?

        Thanks
      • You may need to have separate rules, then. One that changes the owner and another to handle the notification. Make sure to set the order of the rules so the one that changes the owner fires first.
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