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KACE Product Support Question


Kace 7 - High priority notification

02/02/2017 1083 views
I need to create a script to send a list of techs a notification anytime a Kace ticket priority is selected as High. I've been tinkering with the new ticket creation notification but I'm getting no where. Thanks for any input or suggestions....
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0
Have you read this KB article?

What does your current rule look like? Please post the SQL select statement and we may be able to help.

Answered 02/03/2017 by: chucksteel
Red Belt

  • I have no high priority rule. Need a script to trigger when the Priority field changes to High and to email a template to a static email recipients.
    • Did you try to create a rule after reading the KB article?
0

Follow the instructions on the KB article which Chuck linked. Here is the query, adjusted to find tickets with "High" priority. You may want to modify the query further to get other pieces of information. You will also want to change the email message to suit your needs.

 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 at http://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=<CHANGE_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 'Changed ticket Priority from "%" to "High".%'
       OR
     (C.DESCRIPTION LIKE '%CREATED%' AND P.NAME = 'High')
Answered 02/09/2017 by: JasonEgg
Red Belt

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