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send out daily email reminders of tickets assigned to owners

I am looking for a way for KACE to kick out daily emails to each owner listing out the tickets assigned to them.  Is there a canned SQL custom ticket rule that someone has already created for this? - Mo

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Answers (2)

Posted by: chucksteel 3 years ago
Red Belt
1
Start here: http://www.itninja.com/question/service-desk-ticket-rule-reminder-for-open-tickets-need-attention

If this doesn't work, please post the select statement for your rule and we can try to help debug.


Comments:
  • Chuck, i ended up doing it as a report using the SQL statement below, but would have preferred a custom ticket rule. (still playing around) - Mo

    SELECT
    HD_TICKET.CREATED,
    HD_PRIORITY.NAME AS PRIORITY,
    HD_TICKET.TITLE,
    HD_CATEGORY.NAME AS CATEGORY,
    HD_STATUS.NAME AS STATUS_NAME,
    S.FULL_NAME AS SUBMITTER_NAME,
    Q.NAME AS QUEUE_NAME,
    O.FULL_NAME AS OWNER_NAME,
    HD_TICKET.DUE_DATE,
    HD_TICKET.MODIFIED,
    HD_TICKET.ID as TOPIC_ID ,
    CONCAT('TICK: ', HD_TICKET.ID) AS Number
    FROM
    HD_TICKET JOIN HD_PRIORITY ON (HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID) JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID) JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) LEFT JOIN USER S ON (S.ID = HD_TICKET.SUBMITTER_ID) JOIN HD_QUEUE Q ON Q.ID = HD_TICKET.HD_QUEUE_ID LEFT JOIN USER O ON (O.ID = HD_TICKET.OWNER_ID) LEFT JOIN MACHINE ON (MACHINE.ID = HD_TICKET.MACHINE_ID)
    WHERE
    (HD_TICKET.HD_QUEUE_ID = '1') AND ((O.FULL_NAME = 'EBS Support')
    AND (HD_STATUS.NAME = 'Opened')
    OR (HD_STATUS.NAME = 'Need More Info/Pending')) - mmarchese@cookcountytreasurer.com 3 years ago

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