Systems Management Question

Ticket Rule: E-mail Alert for Submitter when Ticket Reopened

10/18/2019 341 views

Kace comes with the follow-ing pre-built rule:

ReopenTicket:  Reopens closed tickets when non-owners update tickets; Notifies ticket owners by e-mail.

This ticket rule works great, but it also circumvents the Email on Events alerts for Status Change.  So, when a ticket is re-opened and the above rule fires off, the submitter never receives an e-mail alert notifying that the ticket was in fact re-opened.  Anyone care to share some SQL love with me and show me how to set this up?  

I need a ticket rule that simply e-mails an alert to the submitter when a status changes from closed to re-opened.

0 Comments   [ + ] Show comments


All Answers


Hello @brianpink,

maybe this rule can help you - if you make a few adjustments:


Answered 10/24/2019 by: svmay
Red Belt

This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ