I am trying to create a ticket rule that will send an email to the submitter when that ticket is assinged.
I'm trying to get a rule created when I have new service desk tickets in place and they are unassigned. Once they become assigned I would like to send an email to the submitter that there issue is being worked on. Thanks in advance.
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Posted by:
chucksteel
7 years ago
This query should match tickets where the owner was changed.
select HD_TICKET.*, 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,
HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
STATE,
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(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED)
else unix_timestamp(NOW()) - 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,
SUBSTRING(U2.FULL_NAME, (LOCATE(',', U2.FULL_NAME)+2)) AS SUBMITTER_FIRSTNAME,
U2.EMAIL as SUBMITTER_EMAIL,
SUBSTRING(TECHNICIAN.FULL_NAME, (LOCATE(',', TECHNICIAN.FULL_NAME)+2)) AS TECHNICIAN_FIRSTNAME,
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(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
Q.NAME as QUEUE_NAME
from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
JOIN HD_TICKET_CHANGE TICKETCHANGE ON TICKETCHANGE.HD_TICKET_ID = HD_TICKET.ID
and TICKETCHANGE.ID=<CHANGE_ID>
JOIN HD_TICKET_CHANGE_FIELD ON HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID=<CHANGE_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.APPROVER_ID
left join USER TECHNICIAN on TECHNICIAN.ID = TICKETCHANGE.USER_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_CHANGE_FIELD.FIELD_CHANGED='OWNER_ID'
It is based on a rule created by the wizard so there are a lot of extra columns being selected that you might not need. When creating your rule use SUBMITTER_EMAIL as the column containing the email address for the Email each recipient the query results settings.
SELECT
HD_TICKET.ID AS TICKNUM,
(SELECT FULL_NAME FROM USER WHERE USER.ID=HD_TICKET.SUBMITTER_ID) AS SUBMITTER,
HD_TICKET.TITLE AS TITLE,
HD_TICKET.CREATED AS CREATED,
U.FULL_NAME AS OWNER,
U.EMAIL AS NEWTICKETEMAIL,
TQ.NAME AS QNAME,
TS.NAME AS STATUSNAME,
TCF.FIELD_CHANGED,
TCF.BEFORE_VALUE,
TCF.AFTER_VALUE,
TCF.ID AS CHANGEID
FROM
HD_TICKET
LEFT JOIN USER U ON U.ID = HD_TICKET.OWNER_ID
LEFT JOIN HD_STATUS TS ON TS.ID = HD_TICKET.HD_STATUS_ID
LEFT JOIN HD_QUEUE TQ ON TQ.ID = HD_TICKET.HD_QUEUE_ID
LEFT JOIN HD_TICKET_CHANGE TC ON TC.HD_TICKET_ID = HD_TICKET.ID
LEFT JOIN HD_TICKET_CHANGE_FIELD TCF ON TCF.HD_TICKET_CHANGE_ID = TC.ID
WHERE
TS.NAME != 'Closed'
AND TCF.FIELD_CHANGED = 'OWNER_ID'
and TQ.NAME = 'Customer Service' and TS.NAME = 'New - Not Started' AND U.FULL_NAME = 0 - Devin.Draeger 7 years ago