Hi -

I need a ticket rule that will send out an email when the ticket owner has changed. I know there was an example of ticket changes that allowed one to test the 'before' and 'after' state of a ticket, but I cannot find it.

Can someone pass along the SQL snippet that will compare the 'before' ticket owner to the 'after' ticket owner?

Cheers,
- Allen
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This is the faq that you want : http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1046&artlang=en

When owner changes then (extending the faq's example) F.FIELD_CHANGED='OWNER_NAME' and the email address of the new owner would be U1.EMAIL
Answered 06/20/2011 by: GillySpy
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you don't need SQL the, event is driven from the configuration of the queue, under email on events. Check the person needed for the email when the owner changes.

Answered 06/20/2011 by: craig.thatcher
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craig.thatcher describes all that is necessary for the typical scenario, which is great most of the time. If you don't need a rule you should following that. That works if we make the assumption that bostonbound wants to send an email to the new owner of the ticket AND that the content of the email templates are sufficient AND he is willing to wait for the 3-minute event poller. Any deviation from those parameters which might include the below points and he'll probably have to go with a rule:
  • emailing multiple people (or a group) including new owner
  • emailing any individual that is not the new owner (e.g. old owner)
  • including information in the email that is not available in the template
  • sending the email without delay
  • modifying the ticket in some way in addition to the email need
  • other criteria for triggering the condition beyond just the owner changing.
  • other reason for needing a ticket rule -- bostonbound doesn't specify why
The single most instance where this is used in described specifically in faq 613
Answered 06/20/2011 by: GillySpy
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Thanks guys. When we installed KACE at the end of last year we quickly found that we needed to rely on custom ticket rules as the standard emails did not contain enough ticket fields (such as ticket owner phone number). After some trial and error I was able to create the ticket and it appears to be working as expected. I have to say that while writing the sql can be a challenge sometimes, I've always been able to create any email trigger/alert I've needed with KACE.
Answered 06/23/2011 by: bostonbound
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