How do I create a ticket rule that makes it so that a copy of the email that a ticket creator receives is sent to another email address?

How do I create a ticket rule that makes it so that a copy of the email that a ticket creator receives is sent to another email address?

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Answers (2)

Posted by: barchetta 1 month ago
Senior Purple Belt

For me anyway, Id need to know more detail to answer. Taking your question quite literally, once could easily add a user to the CC of every ticket.  If this is the case, Im currently blocking all CCs with this rule. All you would need to do is change null to the email address (or perhaps username, not sure).

Much more in this script than is needed. I lazily did a report and stole the sql that was created.  But everything in bold would likely need to change.

select HD_TICKET.*,

                        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,


                        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() - unix_timestamp(HD_TICKET.TIME_OPENED)

                        else unix_timestamp() - 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(HD_TICKET.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.CC_LIST is not null) and HD_TICKET.HD_QUEUE_ID = 1 )


update HD_TICKET



        (HD_TICKET.ID in (<TICKET_IDS>))

EDIT: Bold didnt work.. nice.  Both Null's and also the queue # would need to change above. I run this on every save to clear out the CC value because we havent quite figured out how to avoid multiple new tickets and so on.

Posted by: smaccallum 3 weeks ago
White Belt


Thank you for your response. "Taking your question quite literally, once could easily add a user to the CC of every ticket." You're correct, that's exactly what I want to do. Every time a new ticket is created, a specific email address gets an email copy of what the creator of the ticket gets for an email. I'm replacing our current ticket system and the process that I've described is how the tech. team is made aware that a new ticket has been created and by whom.

I like your idea about capturing what KACE is doing and then modifying it for a certain purpose. If I could capture the process that occurs after a new ticket is created, I suspect that it could be used for a custom ticket rule, where the email address of the tech. team is used instead of the ticket creators. The trouble is, I'm not sure how to do this.

Thank you,


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