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How can I setup a custom ticket rule that sends an email when a ticket is created with High/Critical Priority?

So I am trying to setup a custom ticket rule that will alert a team when a ticket is made with either high or critical priority that is assigned to their que. We are currently using a paging system that will do this alerting for us but the way we tell this paging system to send an alert is through an automated email to it. I have tried going through support and using the wizard but it just doesn't get me to what I am looking for. I can think through the logic but applying it to the actual syntax is proving to be a challenge. The concept is this: WHEN - Ticket is created with high or critical priority THEN IF - Owner/Assigned To = Team A Send Email to Team A Email ELSE IF - Owner/Assigned To = Team B Send Email to Team B Email ELSE IF - Owner/Assigned To = Team C Send Email to Team C Email ELSE Send Email to Team A Email Does anyone have an idea of how we can accomplish this? Or maybe there is a different way to do this that I'm not considering.

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Answers (2)

Answer Summary:
Posted by: Hobbsy 1 month ago
Red Belt
0

Sure so if you have the id’s for all the analysts in team a, b or c, then you can create a Case statement to send an email to the correct team, simple right?

Not really as you can only send an email to a single address so you will need….

a group email address for each team

the email addresses for each team hidden in custom fields so you can call them into the rules as data variables and

probably a switch field so that the email is only sent once.

Simple ;o)

Posted by: barchetta 1 month ago
Brown Belt
0

Top Answer

So each of these teams is a queue?   Like team A is a queue?  If so you can build a list of owners to send to.  Just add a where statements which says if priority is critical.. No need for email lists, just use newticketemail as your email address in your rule. I too thought you could only have a single email address but somehow this works (I stole this from somewhere).  /* group email     */ is where the owners list is built.  I give my owners 15 minutes to take the ticket before I send. So in this example, if the ticket is critical and no owner is assigned in 15 minutes (or less, not more because I have a 45 minute rule as well) then the email is sent to all owners of the queue.  I set it to run every 15 minutes.. which means, in theory worst case, it might be 29 minutes.  


So if Im understanding you are assigning to a user account called team A.. no need to do this.   Sounds like maybe this was a workaround for your paging system?  I dunno.. not fully understanding.  Well, maybe this will help someone else if not you.


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


      -- 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

    

      P.NAME AS PRIORITY, -- $priority

      S.NAME AS STATUS,   -- $status

      I.NAME AS IMPACT,   -- $impact

      CAT.NAME AS CATEGORY, -- $category


      -- -- Assign Email

OLIST.EMAIL 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


 /* group email     */

JOIN HD_QUEUE_OWNER_LABEL_JT ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE_OWNER_LABEL_JT.HD_QUEUE_ID

JOIN USER_LABEL_JT ON HD_QUEUE_OWNER_LABEL_JT.LABEL_ID = USER_LABEL_JT.LABEL_ID

JOIN USER OLIST ON USER_LABEL_JT.USER_ID = OLIST.ID


/* queue */

JOIN HD_QUEUE ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE.ID

where   /* SET CORRECT QUEUE ID(S) HERE! */ HD_TICKET.HD_QUEUE_ID in (1)   and P.NAME = 'Critical'     and HD_TICKET.OWNER_ID = '0'   and HD_TICKET.CREATED < SUBDATE(NOW(), INTERVAL 15 MINUTE) 

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