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Systems Management Question


is KACE help desk notification works after updating to Version: 7.0.121306

04/10/2017 1126 views


Hi


I no more receive email alerts when tickets are created, when i checked with support for below they said this is not supported for Ver 7.

is it true?



link


this doesnt work for me 

Frequency:

On Ticket Save

Select Query:

    SELECT

      -- ticket fields

      HD_TICKET.ID, -- $id

      HD_TICKET.ID AS TICKNUM, -- $ticknum

      HD_TICKET.TITLE, -- $title

      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created

      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified

      -- change fields

      C.COMMENT, -- $comment

      C.DESCRIPTION, -- $description

      GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',

       H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket athttp://kbox/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')

       ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history

      -- about the updater

      UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname

      UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname

      UPDATER.EMAIL AS UPDATER_EMAIL,     -- $updater_email

      IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional

      -- about the owner

      OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname

      OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname

      OWNER.EMAIL AS OWNER_EMAIL,     -- $owner_email

      IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user

      -- about the submitter

      SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname

      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname

      SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email

      -- about priority

      P.NAME AS PRIORITY, -- $priority

      -- about status

      S.NAME AS STATUS,   -- $status

      -- about impact

      I.NAME AS IMPACT,   -- $impact

      -- about category

      CAT.NAME AS CATEGORY, -- $category

      -- other fields

      -- -- example of static distribution list

      'helpdesk@mycompany.com' AS NEWTICKETEMAIL -- $newticketemail

    FROM HD_TICKET

     /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID

                            AND C.ID=

     /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID

     /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID

     /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID

     /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID

     /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID

     /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID

     /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID

     /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID

    WHERE

     C.DESCRIPTION LIKE '%CREATED%'

      /* this is necessary when using group by functions */

    GROUP BY HD_TICKET.ID

    HAVING 1=1

Send query results to someone

Not Required

Comments In Ticket:

Not Required

Email each recipient in query results::

SUBJECT:[TICK:$ticknum] NEW TICKET: $title

EMAIL COLUMN:NEWTICKETEMAIL

BODY:

$submitter_fname has opened a ticket.  

The submission was:

Ticket: $ticknum

From: $submitter_fname ($submitter_email)

Category: $category

Priority: $priority

Status: $status

Severity: $impact

Opening Comment: $comment

Run an update query, using the results from the one above

 Not Required

NOTE: This ticket rule is made to run on "Ticket Save" Only , using "View Ticket Search Results" or "Run  Now" will result in a syntax error.

 To test ticket rule create a new ticket in the queue where the ticket rule lives.

  • Ticket rule run log should say sending 1 of 1 and a email should have been sent to the email address listed in the ticket rule.

Appendix: Send an email to the submitter

The K1000 includes a built-in mechanism to send a confirmation email to the submitter, but it only works if the ticket was submitted by email. If the ticket is submitted by web interface then the K1000 decides that the user does not need a confirmation. However, with a simple modification you could use a copy of this rule above to send an email to the submitter. If you wish to notify both the submitter and the group above then two rules are recommend -- one for each. If you are going to use this to send to the submitter then make sure that you disable the email event checkbox for "New Ticket Via Email".

In Summary here is what the rule looks like:

Frequency:

 On Ticket Save

Select Query:

same query as above

Send query results to someone

Not Required

Results are tickets, add a comment to each one

Not Required

Send Email for

Each Result Row:

SUBJECT:[TICK:$ticknum] $title

EMAIL COLUMN:SUBMITTER_EMAIL

BODY:

Dear $submitter_fname, a ticket was created in response to your web submission.

Your submission was:

Category: $category

Priority: $priority

Status: $status

Severity: $impact

Comment: $comment

Update Query:

 Not Required




whats the use of this option Enable Service Desk POP3 Server?
 

4 Comments   [ + ] Show comments

Comments

  • Are you getting an error in the CTR or is the issue something else?
  • with help of community members, i was able to fix the rules,but im not getting any alerts to email/owners email when tickets are created


    04/13/2017 02:41:15> Starting: 04/13/2017 02:41:15 04/13/2017 02:41:15> Executing Select Query... 04/13/2017 02:41:15> selected 7 rows 04/13/2017 02:41:15> Sending ticket notifications... 04/13/2017 02:41:15> sent mail to 4 of 7 04/13/2017 02:41:15> Executing Update Query... 04/13/2017 02:41:15> updated 0 rows 04/13/2017 02:41:15> Ending: 04/13/2017 02:41:15



    Email Configuration
    Enable SMTP Server
    Server:172.X.X.X
    Port:25
    Login:amesdf@abc.com
    Password:*******

    Queue configuration



    Configure SMTP Settings
    SMTP Server:172.X.X.X
    SMTP Port:25
    SMTP Username:amesdf@abc.com
    SMTP Password:******
  • I've tried the same thing and get the same problem. Would like to send out notification when certain priority tickets show up in the queue.
  • I'm having the same problem

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