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KACE Product Support Question


Prevent notification to Ticket Submitters on some ticket Status changes

04/07/2015 1644 views

I have set up a helpdesk and for "Status" I have the following options: In bid process, bid accepted, ordered, shipped, sent to production, received, order accepted, work completed, return, invoice received, invoice approved, and invoice paid.

I want the submitter to receive email notification for status changes up to "return". 

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You can accomplish this with a custom rule. Have you written any custom service desk rules and do you have any experience with MySQL?

Answered 04/08/2015 by: chucksteel
Red Belt

0
I have not written any custom service desk rules.  The only MySQL experience I have is altering code to meet my needs.  Even that took a lot of trial and error.
Answered 04/08/2015 by: twaechter
Senior White Belt

  • Do you want them to only receive a notification when the status changes or should they receive notification for all changes when the status is one of these: In bid process, bid accepted, ordered, shipped, sent to production, received, order accepted, work completed, return?
    • I currently have it set for the submitter to receive an email on STATUS CHANGE, COMMENT, and TICKET CLOSED. I would like that to remain the same except when the STATUS is changed to anything other than invoice received, invoice approved, and invoice paid.
      Thank you for taking the time to help me with this.
      • You'll need a custom rule that will only send the notification for specific status changes. I don't have one like that to share but it shouldn't be too difficult to create. It might take me a couple of days, though.
      • Thank you so much for your help! Take your time. I would never figure it out on my own so whenever you can look at it is fast enough for me.

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