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KACE Product Support Question


Users are not receiving emails

08/05/2016 800 views
Users are  not receiving emails when ticket to assigned to them.

any custom/rules to do this? pls share if any
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Community Chosen Answer

2
Verify in Email on Events (Service Desk | Configuration | Queues | Choose queue and then scroll down) and make sure the respective checkbox is enabled.
Answered 08/08/2016 by: Ericenri
Senior Purple Belt

All Answers

1
or make it with a custom rule.

http://www.itninja.com/question/dell-k1000-service-desk-ticket-rule-send-mail-to-new-owner
http://www.itninja.com/question/kace-sending-new-owner-an-email-when-ticket-is-re-assigned

sql-select:
SELECT
    HD_TICKET.ID,
    HD_TICKET.ID AS TICKNUM,
    HD_TICKET.TITLE,
    HD_TICKET.SUMMARY,
    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,
    C.COMMENT,
    C.DESCRIPTION,
    GROUP_CONCAT(CONCAT('----- Change by ',
                UPDATER.EMAIL,
                ' at ',
                H.TIMESTAMP,
                ' -----
                ',
                H.DESCRIPTION,
                '
                ',
                H.COMMENT,
                '
               
                Please see your ticket at http://kbox/userui/ticket.php?ID=',
                H.HD_TICKET_ID,
                '
                ')
        ORDER BY H.ID DESC
        SEPARATOR '
        ') HISTORY,
    UPDATER.USER_NAME AS UPDATER_UNAME,
    UPDATER.FULL_NAME AS UPDATER_FNAME,
    UPDATER.EMAIL AS UPDATER_EMAIL,
    IF(UPDATER.FULL_NAME = '',
        UPDATER.USER_NAME,
        UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL,
    OWNER.USER_NAME AS OWNER_UNAME,
    OWNER.FULL_NAME AS OWNER_FNAME,
    OWNER.EMAIL AS OWNER_EMAIL,
    IFNULL(OWNER.USER_NAME, 'Unassigned') OWNER_USER,
    SUBMITTER.USER_NAME AS SUBMITTER_UNAME,
    SUBMITTER.FULL_NAME AS SUBMITTER_FNAME,
    SUBMITTER.EMAIL AS SUBMITTER_EMAIL,
    P.NAME AS PRIORITY,
    S.NAME AS STATUS,
    I.NAME AS IMPACT,
    CAT.NAME AS CATEGORY,
    HD_QUEUE.NAME AS QUEUENAME
FROM
    HD_TICKET
        JOIN
    HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
        AND C.ID = <CHANGE_ID>
        JOIN
    HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
        JOIN
    HD_PRIORITY P ON P.ID = HD_PRIORITY_ID
        JOIN
    HD_STATUS S ON S.ID = HD_STATUS_ID
        JOIN
    HD_IMPACT I ON I.ID = HD_IMPACT_ID
        JOIN
    HD_CATEGORY CAT ON CAT.ID = HD_CATEGORY_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 = C.USER_ID
        JOIN
    HD_QUEUE ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE.ID
WHERE
    (C.DESCRIPTION LIKE '%Changed ticket Owner%')
        and OWNER.USER_NAME is not null
HAVING 1 = 1

send an email to..

subject:                                                                                                             column with mail adress:
[TICKET-ID:$id] Ownership was transferred to you.OWNER_EMAIL                                            
mail:
Your email text.



Answered 09/22/2016 by: svmay
Red Belt

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