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KACE Product Support Question


How to notify any user or group by email when a new Critical ticket is created?

02/02/2016 1028 views
Hi,

I've already created a rule to notify helpdesk group by email when a new ticket is created. Using the instructions below:

https://support.software.dell.com/k1000-systems-management-appliance/kb/111222

However I would like to edit this rule to only send out email notification ONLY when a CRITICAL ticket has been created. Does anyone know how to do this.

Thanks,

Jim


Answer Summary:
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  • Thanks Chuck. It works :)

Answer Chosen by the Author

0
In the WHERE clause of the select statement you need to add another condition. The template from the KB article looks like this:

WHERE

     C.DESCRIPTION LIKE '%CREATED%'

You need to add

and P.NAME= "Critical"


Answered 02/03/2016 by: chucksteel
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