We were using the pre-built email on events function to update users of any changes made to their service desk tickets, however we found these alerts using the $change_desc would be really cluttered with useless information and could take up to 3 minutes to be received by the user.

I have recently been writing a query in MySQL that sends the updates instantly which uses the NOTIFY_USERS field in the HD_TICKET_CHANGE table.

The only issue with this is there doesn't seem to be any way to disable the email on alerts, without un-ticking the comment ticket boxes which also seems to have the role of populating the NOTIFY_USERS field.

Is there a way to disable the automatic email function and still allow Kace to populate the NOTIFY_USERS field?

Thanks in advance

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In short no. If you want to customize what the user gets you need to disable the Email Events and then write custom ticket rules to send what details you want int the email.
Answered 11/14/2014 by: Druis
Green Belt

  • I was afraid this would be the case. I cannot seem to find a way to link the change in the ticket to the USER table while having Email Events disabled.

    Do you know whether there is a way to allow additional SQL variables in Email Events?
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