KACE Product Support Question
Email Sent On Ticket Creation
So I'm having an issue with KACE generating a one time email to be sent to our department managers when certain criteria are met in a help desk ticket. Currently, my code looks like this:
select HD_TICKET.*, HD_TICKET.ID AS TICKNUM, -- $ticknum 'MPhillips@strawbridge.net' AS RECIPIENT, 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(M1.ID is null, 'z', concat('a', M1.NAME)) as sort_MACHINE_NAME, 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_TICKET.CUSTOM_FIELD_VALUE0 like '%Imaging%') and (( HD_CATEGORY.NAME like '%User Account::TrackLynx/SeniorLynx Account%') or ( HD_CATEGORY.NAME like '%Software::Adobe%') or ( HD_CATEGORY.NAME like '%Software::Installation Request%') or ( HD_CATEGORY.NAME like '%FileMaker::New Account%') or ( HD_CATEGORY.NAME like '%FileMaker::New Request%') or ( HD_CATEGORY.NAME like '%Hardware::Monitor%') or ( HD_CATEGORY.NAME like '%Hardware::Physical Desktop%') or ( HD_CATEGORY.NAME like '%Other%') and HD_TICKET.HD_QUEUE_ID = 2 ))
That sends the email that I want generated and at the same time sets the department manager as the approver via this update query:
update HD_TICKET set HD_TICKET.APPROVER_ID = 260, HD_TICKET.APPROVE_STATE = "opened" where HD_TICKET.ID in (
Now, my problem is that with my code being set to "On Ticket Save" the department manager gets the same approval email every time a change is made to the ticket, which I obviously don't want. I've tried adding C.DESCRIPTION LIKE 'TICKET CREATED%' as well as HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%' but both of those lines break the rule entirely and do not generate an email to the department manager.
I've also tried setting HD_TICKET.APPROVER_ID != 260 as a catch after the first time the rule runs, but also to no avail.