Dell K1000 - Service Desk - Ticketrule; send mail on ticket close
Hello,
I want to send an email to inform the ticketopener that the ticket is close
I know it exist 'ticket on event' but I don't want the line '-+-+- Please reply above this line to add a comment -+-+-' in the mail notification.
It's maybe an easy one, but I'm not good in mySQL so I hope for help.
Thanks!
I want to send an email to inform the ticketopener that the ticket is close
I know it exist 'ticket on event' but I don't want the line '-+-+- Please reply above this line to add a comment -+-+-' in the mail notification.
It's maybe an easy one, but I'm not good in mySQL so I hope for help.
Thanks!
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Answers (1)
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Posted by:
svmay
7 years ago
Top Answer
Sorry, I've found it...
SQL-select:
send an email to..
subject: column with mail adress:
mail:
SQL-update:
Hope it's helpful for someone who have the same question.
SQL-select:
| select HD_TICKET.*, HD_STATUS.NAME AS STATUS_NAME, HD_STATUS.ORDINAL as STATUS_ORDINAL, HD_IMPACT.ORDINAL as IMPACT_ORDINAL, HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL, HD_PRIORITY.ORDINAL as PRIORITY_NUMBER, STATE, if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS, if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED, if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED, if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED, if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED, if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED, if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED, if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE, case upper(STATE) when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED) when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED) else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE, if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME, U1.FULL_NAME as OWNER_FULLNAME, U1.EMAIL as OWNER_EMAIL, if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME, if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME, U2.FULL_NAME as SUBMITTER_FULLNAME, U2.EMAIL as SUBMITTER_EMAIL, if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME, if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME, if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS, Q.NAME as QUEUE_NAME from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY) LEFT JOIN USER U1 on U1.ID = HD_TICKET.OWNER_ID LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID LEFT JOIN USER U3 on U3.ID = HD_TICKET.APPROVER_ID LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID where HD_PRIORITY.ID = HD_PRIORITY_ID and HD_STATUS.ID = HD_STATUS_ID and HD_IMPACT.ID = HD_IMPACT_ID and HD_CATEGORY.ID = HD_CATEGORY_ID and ((HD_STATUS.STATE = 'closed') and HD_TICKET.RESOLUTION not like '%Closed Email Sent') and HD_TICKET.HD_QUEUE_ID = 10 |
subject: column with mail adress:
| [TICKET-ID:$id] Ticket closed. | SUBMITTER_EMAIL |
mail:
| Your email text. |
SQL-update:
| update HD_TICKET as T set T.RESOLUTION = CONCAT(T.RESOLUTION,' Closed Email Sent') where (T.ID in (<TICKET_IDS>)) |
Hope it's helpful for someone who have the same question.