KACE Product Support Question

Service Desk E-mails

01/21/2015 1367 views
This is an interesting one.  I would like to have full e-mail visibility into our Service Desk queue.  By that I mean every single communication goes to everyone on the SD, this way everyone knows what's happening with each issue.  We don't like how isolated the tickets become once they have an owner.  So basically the need is:


servicedeskwatchers@company.com (contains all SDManager and ITManager)

New ticket comes in (send e-mail to "servicedeskwatchers@company.com")
SDUser1 takes ownership
SDUser1 asks a question to the submitter via the portal or via email (email sent to "servicedeskwatchers@company.com" and "submitter@company.com")
Issue resolved, SDUser1 writes resolution and closes ticket (email sent to "servicedeskwatchers@company.com" and "submitter@company.com")

Anyone have any ideas as to how to accomplish this?
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All Answers

So I figured this out by modifying the "send email to a distro on new ticket creation" format.  I just changed the portion near the end of the query to look like this:

      /* this is necessary when using group by functions */

Then I put the variables I wanted in the send email portion and it works great.  Only thing I would like to figure out how to constrain it further so we aren't getting minute change emails such as when someone takes ownership and clicks save or changes the category and hits save.  Only when comments are added and when the ticket is closed.

Any insight would be great.  Thanks for your help!
Answered 02/17/2015 by: tylerpenn
Senior White Belt

You will need to create custom rules for these notifications. I would recommend three rules:
Email on ticket creation
Email on ticket changes (would include ownership changes)
Email on ticket closed

Each of these rules would be configured to email servicedeskwatchers@company.com (you will need a separate rule to email the submitter if you aren't using a system rule for that).

Answered 01/22/2015 by: chucksteel
Red Belt

  • Ok I figured that would do the trick however I've only been able to create one custom ticket rule which is to e-mail our service desk distro when a new ticket is created and I used a pre-existing template for that that I believe I found on ITNinja.

    Basically, I can't quite grasp how the custom ticket rules work. I understand that they can be triggered on an event, in this case "On Save" meaning when someone modifies the ticket for certain circumstances (ownership change, comment made from either the user or owner) it will send an e-mail. But looking at the SQL code of the one I created above and also going through wizard hasn't helped clarify this.

    Is there any one good resource for building out custom ticket rules?
    • I have not seen any one good resource for building ticket rules, but folks here are generally good at helping. For a rule like this the most important part is the WHERE clause of the SQL query. That part of the query really determines when the rule will be triggered.
      • Thanks. I've tried using the wizard but from the first two steps, looks like I won't be able to accomplish what I want with it. Seems the wizard can only do "if this condition is met in a ticket, do this to change this value". I simply want a blanket rule on all tickets going forward that if certain things are changed, send an e-mail update.
      • You can accomplish this using the wizard but you have to trick it a little. When going through the wizard leave the update settings at the default and save the rule. Then you can edit the rule and uncheck the box to run an update query and check the box to send an email. You will have to add a line to the select statement to include the email address that you are sending the email to as well.

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