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KACE Product Support Question


Email Alerts new tickets

08/18/2016 977 views

We have been successfully using the email alerts with the method describe here:

https://support.software.dell.com/kb/111222

What I want to do is make it so that I don't get an email when a particular email address submits the ticket

I was hoping I would be able to just change the WHERE STATEMENT to include SUBMITTER.EMAIL is not equal to that particular email address.

I have tried a few different methods, including where SUBMITTER.USER_NAME is not "admin".

Wondered if anyone could point me in the right direction.

Thanks,

Kyle


2 Comments   [ + ] Show comments

Comments

  • Can you post your current SQL statement?
  • SELECT
    -- ticket fields
    HD_TICKET.ID, -- $id
    HD_TICKET.ID AS TICKNUM, -- $ticknum
    HD_TICKET.TITLE, -- $title
    DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
    DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
    -- change fields
    C.COMMENT, -- $comment
    C.DESCRIPTION, -- $description
    GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
    H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://k1000/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
    ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
    -- about the updater
    UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
    UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
    UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
    IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
    -- about the owner
    OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
    OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
    OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
    IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
    -- about the submitter
    SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
    SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
    SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
    -- about priority
    P.NAME AS PRIORITY, -- $priority
    -- about status
    S.NAME AS STATUS, -- $status
    -- about impact
    I.NAME AS IMPACT, -- $impact
    -- about category
    CAT.NAME AS CATEGORY, -- $category
    -- other fields
    HD_TICKET.CUSTOM_FIELD_VALUE2 AS LOCATION, -- $location
    -- -- example of static distribution list
    'itdept@EDITED.com' AS NEWTICKETEMAIL -- $newticketemail
    FROM HD_TICKET
    /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
    AND C.ID=<CHANGE_ID>
    /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
    /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
    /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
    /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
    /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
    /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
    /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
    /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
    WHERE
    C.DESCRIPTION LIKE '%CREATED%'

    /* this is necessary when using group by functions */
    GROUP BY HD_TICKET.ID
    HAVING 1=1

All Answers

1
You should be able to add this line after the C.DESCRIPTION like '%CREATED%':

and SUBMITTER.EMAIL != "email@domain.com"

Answered 09/05/2016 by: chucksteel
Red Belt

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