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: (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?
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_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>))