We have not rolled out the KACE Service Desk PORTAL access to our user base yet, because we want our IT Help Desk staff to get comfortable with using it first, with inbound user email submitted tickets.

We would like our Help Desk staff to be able to get an email notification that DOES include a click-able hyperlink in the body of the alerting email, but we do not want the end-user to get any emails with the hyperlinks in them, because they click on it and it confuses them, because we have not done any user training yet.

I can't see any controls in the email triggers that will allow us to do an "owners only" type email, and suspect it will come down to rules but wanted to see if anyone had a good idea for this.

Thanks as always.

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  • Your best bet in this instance would be to create custom ticket rules. Below is an example of a rule we use to notify ticket owners on ticket creation.

    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

    -- 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
    -- -- example of static distribution list
    'help.line@youremaildomain.com' 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

    Below is the email setup that we use that uses the SQL query above to create the email. Check the option to send an email for each result row.

    Subject: [TICK:$ticknum] $title
    Email Column: NEWTICKETEMAIL (you can also use the OWNER_EMAIL or SUBMITTER_EMAIL in the rules to decide who it goes to)
    Email Body: Ticket Number: $id
    Ticket Submitter: $updater_fname
    Ticket Title: $title
    Ticket Issue Type: $category
    Ticket Comments: $comment
    Direct Link to Ticket: http://yourkacelink.com/adminui/ticket?ID=$id



    Hope this helps get you started in the right direction
  • Thanks for your help - I will give that a shot!
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