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Can I get email notifications for unassigned ticket notes in the help desk?

When a new ticket is created by an end user, all my techs get an email notification that a new ticket is created. If the ticket sits with no owner assigned and the end user adds a note, I would like all the techs to get an email notification with that note (since it's still unassigned, so essential we are all owners of the ticket). Anybody find a way to set that up?


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Answers (2)

Posted by: Hobbsy 2 weeks ago
Red Belt
1

So here is some SQL that I have put together that may work within a ticket rule for you


SELECT HD_TICKET_CHANGE.HD_TICKET_ID,

       HD_TICKET_CHANGE.USER_ID,

       HD_TICKET_CHANGE.`TIMESTAMP`,

       HD_TICKET_CHANGE.COMMENT as CUSTOMER_COMMENT,

       HD_TICKET.CUSTOM_FIELD_VALUE1 as EMAIL_ADDRESS

FROM HD_TICKET_CHANGE    HD_TICKET_CHANGE

     INNER JOIN HD_TICKET HD_TICKET

        ON (HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)

WHERE (TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP) <= NOW() 

      AND TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP) > DATE_SUB(NOW(),INTERVAL 15 MINUTE))

      AND (HD_TICKET_CHANGE.COMMENT != '')

      AND (HD_TICKET_CHANGE.USER_ID = HD_TICKET.SUBMITTER_ID)


The text in Yellow is just me hiding my email address as a default value in a hidde3n field so that I can call it in the ticket rule to use as the address for the email alert.

In the Where statement, basically I say if there is a comment in the last 15 minutes and the ID of the commenter is the same as the submitter then send an email.

In the email settings of the ticket rule, I use the EMAIL_ADDRESS variable in the email address box

You can then add a title etc and use the $customer_comment variable to add the text in that was added by the customer.

You don't really need an update statement in the ticket rule as there is nothing you need to add to the ticket

I hope that helps and gets you started

Posted by: StayAwayFromGrimace 2 weeks ago
White Belt
0

Thanks!

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