KACE Product Support Question

Need a custom rule to stop an auto response from creating tickets

09/18/2019 552 views


We have a queue that is getting an automated server reply from a user and it is continually creating new tickets in the queue. It's a cycle of the ticket getting closed, emailing the user, and the user's server sending an automated response that looks new and creates a ticket. I copied one we had for automatic out of office replies because it used to happen with those. Here's the SQL in the rule (I updated the highlighted area with wording to reflect the ticket title). Thanks for any help!!

select HD_TICKET.*,

                        HD_STATUS.NAME AS STATUS_NAME,

                        HD_STATUS.ORDINAL as STATUS_ORDINAL,

                        HD_IMPACT.ORDINAL as IMPACT_ORDINAL,

                        HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,

                        HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,


                        if(M1.ID is null, 'z', concat('a', M1.NAME)) as sort_MACHINE_NAME,

                        if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,

                        if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED,

                        if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED,

                        if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED,

                        if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,

                        if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED,

                        if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,

                        if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,

                        case upper(STATE)

                        when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED)

                        when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED)

                        else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,

                        if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,

                        U1.FULL_NAME as OWNER_FULLNAME,

                        U1.EMAIL as OWNER_EMAIL,

                        if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,

                        if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,

                        U2.FULL_NAME as SUBMITTER_FULLNAME,

                        U2.EMAIL as SUBMITTER_EMAIL,

                        if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,

                        if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,

                        if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(HD_TICKET.APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,

                        Q.NAME as QUEUE_NAME

                        from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)

                        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 = HD_TICKET.APPROVER_ID

                        LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID

                        LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID

                        where HD_PRIORITY.ID = HD_PRIORITY_ID

                        and HD_STATUS.ID = HD_STATUS_ID

                        and HD_IMPACT.ID = HD_IMPACT_ID

                        and HD_CATEGORY.ID = HD_CATEGORY_ID

                        and (((  HD_TICKET.TITLE ='%****Automated Server Response****DO NOT REPLY****Account No Longer Active****%') AND HD_STATUS.NAME not like '%Closed%') and HD_TICKET.HD_QUEUE_ID = 10 )

Answer Summary:
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Answer Chosen by the Author


Please also check the built in Loop Prevention Mechanism.
Go to Service Desk| Configuration| Service Desk Email Preferences. and look up the settings there.

Answered 09/18/2019 by: Nico_K
Red Belt

All Answers

Answered 09/18/2019 by: Channeler
Red Belt

  • Thank you! I'm going to try this out!
  • Confirmed this morning no additional tickets were created. We were able to resolve with the email preference update. Thank you so much!!

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