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Email Ticket Owner on New Ticket Creation

Service Desk Queue - emails new tickets to Queue owners existing SQL Query not working..

SMA - Current Version: 11.0.273

Not sure why it stopped working, but we cannot get it working again, nor starting from scratch.. only returns "There were syntax errors in your query." errors.

We get all other notifications.. from Queue's // comments, changes, close - .. triggers.. so email \ office 365 is working..


Thanks, 

Shane



This is the existing rule that previously worked fine.. but now it does not and View Ticket Search Results - will display a "There were syntax errors in your query." page.


     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 https://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

      -- -- example of static distribution list

      'staffhelpdesk@OURCOMPANY.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 'TICKET CREATED%'

      /* this is necessary when using group by functions */

    GROUP BY HD_TICKET.ID

    HAVING 1=1





0 Comments   [ + ] Show comments

Answers (2)

Posted by: akmagnum 2 weeks ago
Red Belt
0

How have you setup your email response in the tickets.

Are you using Exchange server? Have you set it up correctly?

Posted by: Hobbsy 2 weeks ago
Red Belt
0

Can you please post your SQL so we can take a look?

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