10/18/2019 234 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.

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Hello @brianpink,

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


Answered 10/24/2019 by: svmay
Red Belt