Email Alert on New Ticket - Only for specified hours
We have a standard ticket rule that sends an alert to a distribution group when a ticket arrives. What I would like to do is modify that rule so it only sends alerts between 6:30 PM and 11 PM. The alerts will only be for our on call team.
How can we modify the following to account for time/date created
select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
U1.USER_NAME as OWNER_NAME,
U3.USER_NAME as LASTINPUTNAME,
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
STATE,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
U3.EMAIL as UPDATEREMAIL,
'department.IT.Tier1traige@clearesult.com' as NEWTICKETEMAIL, /*<<<change your email here */
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
COMMENT
from ( HD_TICKET,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY)
JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
and HD_TICKET_CHANGE.ID=<CHANGE_ID>
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_CHANGE.USER_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_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%'
-
You need to extend the where clause to specify the condition where time created is within the desires range. Shouldn't be that difficult. - Jbr32 10 years ago
-
it was very straight forward and I got it working. To add some complexity is there a way to account for having notifications for all hours on the weekend. I know I have to be able to identify the day but not sure it's worth pursuing. - rkresko 10 years ago
-
think I figured out. thanks for the help. - rkresko 10 years ago