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KACE Product Support Question


How to Create a Custom Email Rule for New Unassigned Tickets in Queue

01/19/2017 785 views
We are just getting into using our new KACE system and want to create a custom rule per different queue where an email would be sent when a ticket is either created (or added) to a queue and is unassigned. Basically notifying anyone assigned to that queue a new ticket is available. Any ideas?
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1
Welcome to the KACE community. I recommend starting with this KB article:
It walks you through the creation of a basic rule that can notify a static email address. In our environment we have rules like this setup that email the appropriate distribution group for tickets in a given queue or category.

Answered 01/20/2017 by: chucksteel
Red Belt

  • Thanks Chuck for the help as that works when a new ticket is created directly in the queue.

    Any ideas/KBs for if a ticket is created in one queue and then moved into another queue? Essentially, we want to have a dispatch queue that gets monitored and then moved to a specific queue per team.
    • You need to look at the change description for the text that shows the queue was changed. Here is an example select statement from one of my rules. Note that you will need to add a line in the selected columns for the email address to target, or you can use the CATEGORYCC if appropriate. Also, you will need a copy of this rule in each queue.
      select HD_TICKET.ID,
      HD_TICKET.ID as TICKNUM,
      HD_TICKET.TITLE,
      U1.USER_NAME as OWNER_NAME,
      U3.USER_NAME as LASTINPUTNAME,
      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,
      HD_STATUS.NAME AS STATUS_NAME,
      HD_STATUS.ORDINAL as STATUS_ORDINAL,
      STATE,
      U1.FULL_NAME as OWNER_FULLNAME,
      U1.EMAIL as OWNER_EMAIL,
      U2.USER_NAME as SUBMITTER_NAME,
      U2.FULL_NAME as SUBMITTER_FULLNAME,
      U2.EMAIL as SUBMITTER_EMAIL,
      U3.EMAIL as UPDATEREMAIL,
      UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP),
      HD_TICKET_CHANGE.COMMENT,
      TICKETINITIAL.COMMENT as INITIAL_COMMENT,
      HD_CATEGORY.CC_LIST AS CATEGORYCC,
      HD_CATEGORY.NAME AS CATEGORY_NAME,
      SUBMITTER_LOCATION.NAME AS SUBMITTER_LOCATION,
      U2.WORK_PHONE AS SUBMITTER_WORK_PHONE,
      HD_PRIORITY.NAME AS TICKET_PRIORITY,
      HD_QUEUE.NAME AS QUEUE_NAME
      from ( HD_TICKET,
      HD_PRIORITY,
      HD_STATUS,
      HD_IMPACT,
      HD_CATEGORY)
      JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
      and HD_TICKET_CHANGE.ID=<CHANGE_ID>
      JOIN HD_TICKET_CHANGE TICKETINITIAL ON TICKETINITIAL.HD_TICKET_ID = HD_TICKET.ID
      and TICKETINITIAL.ID=(select MIN(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
      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_CHANGE.USER_ID
      left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
      JOIN ASSET SUBMITTER_LOCATION on SUBMITTER_LOCATION.ID = U2.LOCATION_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_CHANGE.DESCRIPTION LIKE '%ticket Queue%' and
      HD_TICKET.HD_QUEUE_ID = 9

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