/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


How do you configure K1000 to send an email to the Help Desk team when a new ticket is created via the web interface?

03/20/2012 3657 views
Thus far I have only seen how to accomplish this for tickets created via email, not the web interface.
Answer Summary:
http://www.kace.com/support/kb/index.php?action=artikel&id=613
0 Comments   [ + ] Show comments

Comments


All Answers

2
http://www.kace.com/support/kb/index.php?action=artikel&id=613
Answered 03/21/2012 by: cblake
Red Belt

2
What I did was create a custom ticket rule.

Title: Email - ITDept on Ticket creation
Frequency: on Ticket Save

SELECT QUERY:

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 http://support.MYDOMAIN.com/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
'ITDept@MYDOMAIN.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=
/* 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



Then check the box "Send an email for each result row"
SUBJECT: NEW SUPPORT TICKET: $title [Ticket: $ticknum]
Email Column: NEWTICKETEMAIL

EMAIL BODY:

$submitter_fname has opened a ticket. Please click here to reply to this email
or review it online at

http://support.MYDOMAIN.com/adminui/ticket?ID=$ticknum

The submission was:
Ticket: $ticknum
From: $submitter_fname ($submitter_email)
Category: $category
Priority: $priority
Status: $status
Severity: $impact

Opening Comment: $comment
Answered 03/20/2012 by: ohiosoundguy
8th Degree Black Belt

  • You will obviously need to change the email addresses and k1 website links. Let me know if you need any help with it. I am willing to help anyone.
  • That is what I am looking for, thank you very much. I am completely ignorant on the K1000 and all its implementations, just got thrown into it and am digging my way around. Is there an easy way to cut/paste your rule into K1000 then edit the URLs there? As far as I know there are't any rules implemented on my box yet.
  • Here is the FAQ from Kace that will walk you through how to create the ticket rule: http://www.kace.com/support/kb/index.php?action=artikel&id=613
  • Thanks all.
  • Seriously someone rated my solution negative. Wow people have no life. Kyle, I am glad that this worked for you.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ