KACE Product Support Question
K1000 v 6.3 neither $comment or $last_comment work in custom ticket rules
08/31/2015 2535 views
It took a long time for me to get a ticket rule working correctly that would email techs when a ticket is in a specific status and the associate replies. The rule changes the status and sends an email to the ticket owner. After upgrading from 6.2 to 6.3 this no longer works and the email comes in showing the $comment command instead of the ACTUAL comment the person added. I have tried both that and $last_comment but nether seem to work anymore. Any assistance would be appreciated!! Here is what the email to owner is written as currently. All other variables work as expected:
A response from has been received for ticket $ticknum.
You may review the ticket here: http://kace/adminui/ticket?ID=$ticknum
The status was "$status_name" and is now marked as "Response Received".
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The variables available in the message depend on the SQL select statement of the rule. Can you post your select statement so we can see how you are selecting the comment field from the HD_TICKET_CHANGE table?
Answered 08/31/2015 by: chucksteel