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Systems Management Question


Notification on queue move to all owners?

04/27/2020 160 views

Anyone have an iron clad method to notify all owners of a queue when a ticket is moved to their respective queue?

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Ticket rule is probably the only thing close to "Ironclad", you will need to identify something in the ticket that defines it is new to the queue to hang your alert on.

Answered 04/27/2020 by: Hobbsy
Red Belt

  • Thanks.. I received a rule from Quest. I sure wish they would put together a query library. Would be very helpful.

    select
    distinct HD_TICKET.ID
    ,HD_TICKET.ID as ticket_id
    ,HD_QUEUE.NAME AS queuename
    ,concat("TICK:", if(length(HD_TICKET.ID) < 4, lpad(HD_TICKET.ID, 4, 0), HD_TICKET.ID)) as ticket_number
    ,HD_TICKET.TITLE as ticket_title
    ,SUBMITTER.FULL_NAME as SUBMITTERNAME
    ,HD_TICKET.SUMMARY as ticket_summary
    ,HD_TICKET.CUSTOM_FIELD_VALUE2 as Location
    ,CAT.NAME as ticket_category
    ,ifnull(SUBMITTER.FULL_NAME, "Unassigned") as ticket_submitter_name
    ,ifnull(SUBMITTER.EMAIL, "Unassigned") as ticket_submitter_email
    ,ifnull(OWNER.FULL_NAME, "Unassigned") as ticket_owner_name
    ,ifnull(OWNER.EMAIL, "Unassigned") as ticket_owner_email
    ,S.NAME as ticket_status
    ,P.NAME as ticket_priority
    ,I.NAME as ticket_impact
    ,(select group_concat(distinct OWNER.EMAIL) from HD_QUEUE_OWNER_LABEL_JT QOJT join USER_LABEL_JT ULJT on QOJT.LABEL_ID = ULJT.LABEL_ID join USER OWNER on ULJT.USER_ID = OWNER.ID where QOJT.HD_QUEUE_ID = HD_TICKET.HD_QUEUE_ID) EMAILCOLUMN
    from
    HD_TICKET
    join HD_QUEUE ON HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
    join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID and C.ID = <CHANGE_ID>
    join HD_CATEGORY CAT on HD_TICKET.HD_CATEGORY_ID = CAT.ID
    join HD_STATUS S on HD_TICKET.HD_STATUS_ID = S.ID
    join HD_PRIORITY P on HD_TICKET.HD_PRIORITY_ID = P.ID
    join HD_IMPACT I on HD_TICKET.HD_IMPACT_ID = I.ID
    left join USER SUBMITTER on HD_TICKET.SUBMITTER_ID = SUBMITTER.ID
    left join USER OWNER on HD_TICKET.OWNER_ID = OWNER.ID
    where
    C.DESCRIPTION like concat("%Changed ticket Queue from%to%.%")
    group by
    HD_TICKET.ID
 
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