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Is there a place in kbox to modify the email that is sent to a ticket owner? When we assign a ticket to someone we would like to see more information, currently it is a very bare email.
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Under the helpdesk > configuration > Queues
open the helpdesk in question and click on Customize Emails (above all the checkboxes)

Now mind you this are for changes that happened to a ticket based on those checkboxes you see there. If you are talking about a custom email, then ticket rules is where you can add more information to the new owner and have a rule trigger to send that person an email with custom information.
Answered 09/23/2011 by: nshah
Red Belt

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I actually found a kace knowledge base article http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en
I got the submitter email to work with no problems. The email to owner will not seem to work.

Has anyone used this before?
Answered 09/28/2011 by: young020
Black Belt

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I have a very strange issue that I cannot seem to understand. I have a test Org that I use before adding ticket rules to our default Org. I created 3 ticket rules in test and moved them to our default. 2 work just fine but one rule will not work at all. It is basically the same as the first 2 except sends the email to a ticket owner.

This is what I am using from the kace document:
The Select Query:

select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_TICKET.CUSTOM_FIELD_VALUE1,
HD_TICKET.CUSTOM_FIELD_VALUE2,
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,
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 '%Changed ticket Owner%'

Email Subject: [TICK:$ticknum] NEW TICKET: $title

Email Column: OWNER_EMAIL

Currently in our Kbox no one is getting notifications when tickets are assigned to them. I am trying to build a rule so that people will know that they have tickets assigned to them.
Answered 09/30/2011 by: young020
Black Belt

  • This appears to be what I need - how do I put information into the email however?

    Can you provide a sample of what the email content looks like?
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It looks fine so please send the results of the rule's run log immediately after a test. Is the frequency set to "on ticket save"?

Here is how I would write the query so that:
  • you're not dependant upon strings that might change over kbox versions
  • not susceptible to language setting

select blah
from ( HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID=HD_TICKET.ID and C.ID=<CHANGE_ID>
JOIN HD_TICKET_CHANGE_FIELD F ON F.HD_TICKET_CHANGE_ID=C.ID and F.FIELD_CHANGED='OWNER_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
Answered 10/01/2011 by: GillySpy
Seventh Degree Black Belt

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well I figured out the problem. It is saving the "Changed ticket Owner" in the owners_only_description instead of description. Why would one organization save it in one place and another organization in a separate field?
Answered 10/03/2011 by: young020
Black Belt

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Permissions on the Owner field are likely different in each queue

I'll add
  • not susceptible to permissions on the field
to my list above for the rewrite
Answered 10/03/2011 by: GillySpy
Seventh Degree Black Belt

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