KACE Ticket Rule - Notices for critical tickets


I'm working on creating a custom ticket rule that will notify our Help Desk team if there is a ticket that has a "Requested Priority" of "Critical", and a status of "New - Not Started". 

As I am a complete neophyte with SQL, I'm using the Wizard to create the custom rule. 

The logic for selection is working, and the rule will send the email to the recipients. Where I'm having trouble is with the format of the email that we receive. 

The email includes ALL of the fields that are configured for the queue, and it is a squished and jumbled mess. 

Is there a better way to notify the Help Desk personnel that there is a critical ticket waiting to be looked at?

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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt

There is no better way than a ticket rule, but you are right, you have to create or use available variables to make the email read correctly.

The way to think about this is that the value you wish to use needs to be part of your SELECT statement with an ‘as’ option, so that you can then use it as a $variable in the email template.

So let’s say the key field to include in an email may be Urgency, which you have stored in Custom field 4.

in your select statement there will need to be a line like:


Which would mean you are free to use a $variable $urgency in your email template.

You may also want to give some thought as to how you only get your rule to fire once so you don’t inundate your Techs with emails every 15 mins or every time a ticket is saved ;o)

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