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KACE Product Support Question


Send emails to user named in a custom ticket field

11/30/2015 1406 views
I have created a "requestor" field in my service desk that links to the users table. This field is meant to function much like the fixed submitter field but in using it, I can restrict user access to submit tickets to particular queues while still allowing the technicians to place tickets on their behalf into those queues.

The field itself works fine but I need for the same emails that ordinarily are sent to submitters on ticket creation, closure, etc. to send instead to the user named in this requestor field. I am sure I need a custom rule to do this but I can't think of how to link it specifically to the email address connected to the user in the custom field.
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The custom field is most likely storing the user ID in the database so you can use that to link to the user table. If the custom field is field 1 then the column in the database will be CUSTOM_FIELD_VALUE0, custom field 2 is CUSTOM_FIELD_VALUE1, etc. 

The join to the user table would look like this:
JOIN USER REQUESTOR on REQUESTOR.ID = HD_TICKET.CUSTOM_FIELD_VALUE0

In the select portion of the query you can get the email address like this:
REQUESTOR.EMAIL as REQUESTOR_EMAIL

For the rule the column containing the email address then becomes REQUESTOR_EMAIL.

Answered 12/01/2015 by: chucksteel
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