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09/05/2019 153 views

Recently one of our tickets was stuck in a comment loop since the customer added a specific email address to the CC list.  Does anyone know of a way to set up a rule to:

  1. find if CC list contains x@y.com
  2. remove ONLY x@y.com from the CC list

Thanks!


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1

To prevent loops from happening, you could head over to Service Desk › Configuration › Service Desk Email Preferences.

And add this email to the exclusions list, you can even block every email with the word "AutoReply" in the subject or something like that.
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Source: KACE SMA 10.0.290 Admin Guide.

Answered 09/05/2019 by: Channeler
Red Belt

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1

In addition to the method Channeler gave, you can address this with a CTR. Here are some "back of the envelope" queries that should work.

To match tickets with the email address in the CC_LIST:

SELECT ID FROM HD_TICKET WHERE CC_LIST like '%x@y.com%'

To update:

UPDATE HD_TICKET set CC_LIST = replace(CC_LIST, '%x@y.com%', '') where ID = <TICKET_IDS>

Set the rule to run on ticket save.

Note, I didn't test either of these but I'm reasonably confident they will work.


Answered 09/06/2019 by: chucksteel
Red Belt