Just moved to K1000 6.3 yesterday. Some cool new features. Dell has gotten with the program in now allowing added Comments to an open ticket to immediately trigger an email to the Submitter rather than waiting the normal 3-4 minutes.  Time is money... 

I need to take this one step further.  I am trying to figure out some way to force an immediate email alert to the ticket Owner when a submitter creates a ticket.  My people can't sit and stare at the ticket console all day, waiting to see a ticket show up in their queue.
Even one step better would be an immediate email alert sent to the Owner if I allow the submitter to change the Priority of a new ticket to "High" when the ticket is initially created.

Background:  Our users are required to use the Web console to manually submit support tickets.  Based upon the category they choose, their ticket is auto-assigned to a specific owner or in some cases, a group.

Naturally, password resets in our organization require immediate attention as the user is usually in front of a customer when this happens.  I need my support technicians to be alerted immediately via email whenever there is a ticket created where the user sets the Priority of the ticket to "High".

Anyone out there know how to get this done?
1 Comment   [ + ] Show Comment

Comments

  • Thanks to whoever provided this suggestion. Clarification: I'm thrown a bit about having to enter an email address in the script.
    This will email whoever the default owner is for the new ticket? Our ticket system is designed that the correct owner will be assigned based upon the category that the end user selects when they create the ticket. I have 8 different technicians. I only want the email alert to be generated to the technician or distribution list that is assigned as owner.
    • Using the rule that H2opolo25 posted you would specify $owner_email as the "Column containing email address."
Please log in to comment

Answers

0
You can do a custom rule that will email you (or a distribution list) when a ticket comes in...

Select SQL:

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 http://KACEURL/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
      -- -- example of static distribution list
      'INSERTEMAILHERE' 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


Email each recipient in query results:
Subject: [TICK:$ticknum] NEW TICKET: $title
Column containing email addresses: NEWTICKETEMAIL
Message:
$submitter_fname has opened a ticket.  
The submission was:
Ticket: $ticknum
From: $submitter_fname ($submitter_email)
Category: $category
Priority: $priority
Status: $status
Severity: $impact
Opening Comment: $comment


Set to "On Ticket Save"
Answered 07/09/2015 by: h2opolo25
Red Belt

Please log in to comment
Answer this question or Comment on this question for clarity