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10/30/2018 360 views
It seems that prior to KACE version 9 there was a bug that emailed a ticket owner when a new ticket was created.   I contacted support and they told me it was a bug and KACE was never supposed to work that way.  Well we have several users that rarely get to a computer like our maintenance staff that relied on that email to do work.    There is no check box to send an email to the ticket owner upon ticket creation and I really think there should be.

I have read some scenarios about doing this via a custom ticket rule but none of that is very clear to me as I am not a SQL person and most of the information I have found is years old.    Can anyone outline in more of a step by step fashion how to do this on my ticket queues?

I would like a rule to email the ticket owner as soon as a new ticket is created.   We have several categories that get automatically assigned to a specific owner when it is created by the submitter.


4 Comments   [ + ] Show comments

Comments

  • Glad I am not the only one who used this "bug" to my advantage. I noticed it recently and it seems if the ticket is created without an owner (or owner is left as the default owner of the queue) it will still email when it is manually assigned to the new owner. I have some users setup to NOT get ALL ticket notifications and ONLY the ones they are the owner of. Also, this affects emails to Owners from an auto-assignment based on the category (Category Owners). Only way we have been able to get by is to constantly check your ticket queue. Not an ideal solution since we do not have our SMA open to the Internet and emails can go to phones. Can't check the queue from your phone this way.
  • I would like this functionality. Apart from the other problems I am having just getting emails to trigger we have several vendor Q's (third parties) that when we log a ticket and put it into their Q it would send them an email (so that it would generate a ticket in their system)
  • I am also struggling with this. I need to have an email send when a ticket is created I can't believe this isn't built in to the system. The product has been pretty worthless from a service desk standpoint since we do not receive emails when tickets are created.
  • I'm trying to figure out the exact same thing. I have many Owners that are automatically assigned a particular Category when the ticket is created. They don't camp on the ticketing system and rely on their email when they've been assigned a ticket. It's very frustrating when they have to go into the system to see if anything is there or have another person go in and manually assign them the ticket so they get an email. I even tried the CC List in the customization but that doesn't work either.

All Answers

0

Here is what we use to email the owner on ticket creation:

select HD_TICKET.ID, 
HD_TICKET.ID as TICKNUM, 
HD_TICKET.TITLE, 
OWNER.USER_NAME as OWNER_NAME, 
UPDATER.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, 
OWNER.FULL_NAME as OWNER_FULLNAME, 
OWNER.EMAIL as OWNER_EMAIL, 
SUBMITTER.USER_NAME as SUBMITTER_NAME, 
SUBMITTER.FULL_NAME as SUBMITTER_FULLNAME, 
SUBMITTER.EMAIL as SUBMITTER_EMAIL, 
UPDATER.EMAIL as UPDATEREMAIL, 
UPDATER.FULL_NAME as UPDATER_NAME,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
HD_TICKET_CHANGE.COMMENT,
HD_CATEGORY.CC_LIST AS NEWTICKETEMAIL,
HD_CATEGORY.NAME AS CATEGORY_NAME,
SUBMITTER_LOCATION.NAME AS SUBMITTER_LOCATION,
SUBMITTER.WORK_PHONE AS SUBMITTER_WORK_PHONE,
HD_PRIORITY.NAME AS TICKET_PRIORITY,
HD_QUEUE.NAME AS QUEUE_NAME
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 OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER SUBMITTER on SUBMITTER.ID = HD_TICKET.SUBMITTER_ID 
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID 
left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
left JOIN ASSET SUBMITTER_LOCATION on SUBMITTER_LOCATION.ID = SUBMITTER.LOCATION_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 '%Created%' and
HD_TICKET.OWNER_ID != HD_TICKET.SUBMITTER_ID and
OWNER.EMAIL != 'helpdesk@domain.tld' and
HD_TICKET.OWNER_ID != 0 and
HD_TICKET.HD_QUEUE_ID = 2 

A few notes:

HD_TICKET_CHANGE.DESCRIPTION LIKE '%Created%' - rule only matches on a new ticket

HD_TICKET.OWNER_ID != HD_TICKET.SUBMITTER_ID - We don't bother notifying the owner if they are also the submitter

OWNER.EMAIL != 'helpdesk@domain.tld' - no need to let the helpdesk know that a ticket was created for them, either (this also prevents email loops)

HD_TICKET.OWNER_ID != 0 - don't try to email someone if the ticket isn't assigned to anyone

HD_TICKET.HD_QUEUE_ID = 2 - set this to your queue's ID

The rule is set to run on Save

Place OWNER_EMAIL in the Column containing email addresses


Our email template looks like this:

A new ticket has been created in the $queue_name queue.
Title: $title
Submitter: $submitter_fullname
Submitter Phone: $submitter_work_phone
Submitter Location: $submitter_location
Category: $category_name
Priority: $ticket_priority
Notes (by $updater_name): $comment
View the ticket here:
https://kace.domain.tld/adminui/ticket?ID=$ticknum
You are receiving this email because you are the owner of this ticket.


Answered 12/12/2018 by: chucksteel
Red Belt