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KACE Product Support Question


Kace Service Desk - Custom ticket rule to notify when ticket enters a queue

05/17/2016 1584 views
I have been attempting to find a way to have Service Desk email a group of users when a ticket enters their queue. This seemed to me at first to be something everyone would want, however I have not been able to make this work. I haven't been able to come across anything in searches that works for me either. Anyone out there have this in place? 

Example of what I am trying to accomplish:
Help Desk Queue creates ticket.
Help Desk moves ticket to Systems Engineering queue.
Systems Engineering team gets an email that a ticket has been moved into their queue.

Thank you in advance for any advice!
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Answer Chosen by the Author

2

Create a Custom Ticket Rule with the following code:


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)
       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
      'NETOPSTICKETING@cianbro.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 Queue%'
     OR 
     C.DESCRIPTION LIKE 'TICKET CREATED%'
      /* this is necessary when using group by functions */
    GROUP BY HD_TICKET.ID
    HAVING 1=1


Just change: 'NETOPSTICKETING@cianbro.com'
to your email address.

Also...

Choose:Email each recipient in query results
Subject:New NetOps Ticket: [TICK:$ticknum] NEW TICKET: $title
Column containing email addresses:NEWTICKETEMAIL

$submitter_fname has opened a ticket. The submission was:Ticket Number: $ticknumFrom: $submitter_fname ($submitter_email)Category: $categoryPriority: $priorityStatus: $statusSeverity: $impactTicket History: $history
Answered 05/17/2016 by: MAXintosh
Senior Purple Belt

  • This worked perfect!! Thank you so much.

All Answers

1
If you don't want to manage separate lists for each queue, you could use the info at http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket to create your rule.  I have the same rule in each of my queues and it automatically selects the queue owners list as the recipients.
Answered 05/17/2016 by: grayematter
5th Degree Black Belt

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