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Is it possible to receive a KACE notification when a submitter replies to a ticket?

I recently started using KACE because my organization switched to it.  The previous platform we used would display a notification when a ticket submitter replied to a ticket, like so: 5yIJAAAAAElFTkSuQmCC (the red envelope means there's a submitter response; it turns green when the ticket owner responds to the submitter).


Does KACE feature any such notification?  If not, is it possible to request this feature?


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Answers (2)

Answer Summary:
Posted by: JordanNolan 1 month ago
10th Degree Black Belt
2

Under Helpdesk -> Configuration -> Configure Helpdesk Queue Email Settings you have the option to send Onwer and Submitters emails on Comments and other changes.  This will handle the email portion.

Next, you can create a status to mark the ticket.  I have a status "End User Reponded"

Last, you are going to have to know a bit of MySQL to create a SQL statement that will check to see if person submitting the comment is someone other than the owner and then run an update query to update the status to "End User Reponded". Here is mine:

Name: Update End User Reponded Status

Select SQL: Select distinct HD_TICKET.ID, 

                           HD_TICKET.OWNER_ID as OWNER_ID, 

                           HD_TICKET.ID as TICKNUM, 

                           HD_TICKET.TITLE,

                           HD_STATUS.NAME AS STATUS_NAME,

                           HD_STATUS.STATE as STATE,

                           OWNER.USER_NAME as OWNER_NAME,

                           OWNER.FULL_NAME as OWNER_FULLNAME,

                           OWNER.EMAIL as OWNER_EMAIL,

                           UPDATER.USER_NAME as UPDATERNAME,

                           UPDATER.EMAIL as UPDATEREMAIL

                      from (HD_TICKET, HD_STATUS)

                 left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>

                 left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID

                 left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID

                 left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID

                     where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID

                       and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID

                       and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'

                       and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'

                       and HD_STATUS.ID in (3,7,8)   **NOTE: I am also checking to see if ticket is Closed, or on other statuses I don't want to change

                       and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL) 

                       and UPDATER.ID > 0

Enable Update Query

Update SQL: Update HD_TICKET as T, HD_STATUS as STATUS 

set T.HD_STATUS_ID = STATUS.ID, 

T.TIME_OPENED  = IF(STATUS.STATE = 'opened', NOW(), T.TIME_OPENED), 

T.TIME_CLOSED  = IF(STATUS.STATE = 'closed', NOW(), T.TIME_CLOSED), 

T.TIME_STALLED = IF(STATUS.STATE = 'stalled', NOW(), T.TIME_STALLED), 

T.SATISFACTION_RATING = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_RATING), 

T.SATISFACTION_COMMENT = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_COMMENT) 

where STATUS.NAME = 'End User Responded' and 

T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and  (T.ID in (<TICKET_IDS>))



Comments:
  • I very much appreciate your response. I came back to mark this as the top answer but noticed it has been done already.

    Thank you very much! - itvader23 4 weeks ago
Posted by: Nico_K 1 month ago
Red Belt
1

right now this is not implemented. You see on the ticket status, if the owner has answered or made similar things.

But you can go to https://ideas.labs.quest.com/ to share such idea. (some may mention uservoice but this is no more used)


Comments:
  • Thank you for your reply! I have submit an idea to the website you linked...fingers crossed! (I posted this as a reply to the question initially--I have discovered my error just now). - itvader23 1 month ago

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