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KACE Product Support Question


Is there a way to have a confirmation email sent to a user after they submit a service desk ticket?

12/19/2014 1858 views
On our current system, when a user submits a service desk ticket, they receive a confirmation email that the ticket was created and received.  Is there a way to set this in Kace? 
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  • Yes you can do this via a custom
    Service desk ticket rule. Note that you need to be careful because you can create loops when you send a "we got it" email to a "do not reply" or a to someone with a vacation rule on. In these cases an email will be sent back to the Kbox which will then send a "we got it" email. After three or four of these loops we ended up disabling our custom ticket rule; ticket cleanup was not fun.
    • One way to handle this is to make sure that your rule only matches ticket creation. I normally do this by checking to see if the change description contains "%Ticket Created%".
      • Chuck we do indeed have that in place. Our email looks more or less happen when we send back a confirmation email "Yes we got it...blah blah blah" to a "do-not-reply" or a generic email address; we get all sorts of junk into the service desk. When the kbox replies their system sends a "Yes we got it, blah blah blah" or a "no one is checking this inbox" which comes in as a new ticket (it is not replying to the original). Which then causes our kbox to send a "Yes we got it, blah blah blah." This is our mysql that sends a response to the customer "yes we got it...":





        Select
        HD_TICKET.ID As ticket_number,
        HD_TICKET.ID As TICKNUM,
        'our_corporate_email_addresses' As EMAILCC,
        HD_TICKET.TITLE As TICKET_TITLE,
        U1.USER_NAME As OWNER_NAME,
        U3.USER_NAME As LASTINPUTNAME,
        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_STATUS.STATE,
        U1.FULL_NAME As OWNER_FULLNAME,
        U1.EMAIL As OWNER_EMAIL,
        U2.USER_NAME As SUBMITTER_NAME,
        U2.FULL_NAME As SUBMITTER_FULLNAME,
        U2.EMAIL As SUBMITTER_EMAIL,
        U3.EMAIL As UPDATEREMAIL,
        U3.FULL_NAME As UPDATERNAME,
        Unix_Timestamp(TICKETCHANGE.TIMESTAMP),
        TICKETCHANGE.COMMENT As COMMENT,
        TICKETINITIAL.COMMENT As INITIAL_COMMENT,
        TICKETCHANGE.DESCRIPTION As CHANGE_DESCRIPTION,
        HD_CATEGORY.CC_LIST As CATEGORYCC,
        HD_CATEGORY.NAME As CATEGORY_NAME,
        U2.LOCATION As SUBMITTER_LOCATION,
        U2.WORK_PHONE As SUBMITTER_WORK_PHONE,
        HD_PRIORITY.NAME As TICKET_PRIORITY,
        HD_QUEUE.NAME As QUEUE_NAME
        From
        HD_TICKET Join
        HD_TICKET_CHANGE TICKETCHANGE On TICKETCHANGE.HD_TICKET_ID = HD_TICKET.ID Join
        HD_TICKET_CHANGE TICKETINITIAL On TICKETINITIAL.HD_TICKET_ID = HD_TICKET.ID
        And TICKETINITIAL.ID = (Select
        Min(HD_TICKET_CHANGE.ID)
        From
        HD_TICKET_CHANGE
        Where
        HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.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 = TICKETCHANGE.USER_ID Left Join
        HD_QUEUE On HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID,
        HD_PRIORITY,
        HD_STATUS,
        HD_IMPACT,
        HD_CATEGORY
        Where
        HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID And
        HD_STATUS.ID = HD_TICKET.HD_STATUS_ID And
        HD_IMPACT.ID = HD_TICKET.HD_IMPACT_ID And
        HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID And
        (HD_STATUS.NAME Not Like '%Closed%' And
        U2.EMAIL Like '%@<corporate_email_address>.edu' And
        TICKETCHANGE.DESCRIPTION Like '%Ticket Created%' And
        HD_TICKET.HD_QUEUE_ID = 10)

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