/build/static/layout/Breadcrumb_cap_w.png

Ticket Rule to change status when comments are add via email only

Does anyone know of a custom ticket rule that changes the status when a comment is added via email only?

1 Comment   [ + ] Show comment
  • Have you already looked at this post? http://www.itninja.com/question/ticket-rule-to-change-status-when-owner-adds-a-comment-k1000 - Ericenri 4 years ago
    • Yes I have, but that seems to change the status when a non owner updates the ticket manually or via email. I'm looking for something that will only change the status when a comment is updated via email. Please let me know if I misunderstood the post you referenced. - splinter 4 years ago

Answers (1)

Posted by: svmay 4 years ago
Red Belt
1
Hello splinter,

try this sql select:


select distinct HD_TICKET.ID,

                      HD_TICKET.OWNER_ID as OWNER_ID,

                      HD_TICKET.ID as TICKNUM,

                      HD_TICKET.TITLE,

                      HD_STATUS.NAME AS STATUS_NAME,

                       HD_STATUS.STATE as STATE,

                      OWNER.USER_NAME as OWNER_NAME,

                      OWNER.FULL_NAME as OWNER_FULLNAME,

                      OWNER.EMAIL as OWNER_EMAIL,

                      UPDATER.USER_NAME as UPDATERNAME,

                      UPDATER.EMAIL as UPDATEREMAIL

                  from(HD_TICKET, HD_STATUS)

             left joinHD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>

             left joinHD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID =HD_TICKET_CHANGE.ID

             left joinUSER OWNER on OWNER.ID = HD_TICKET.OWNER_ID

             left joinUSER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID

                 whereHD_STATUS.ID = HD_TICKET.HD_STATUS_ID

                   and HD_TICKET_CHANGE.HD_TICKET_ID =HD_TICKET.ID

                   and HD_TICKET_CHANGE.VIA_EMAIL not like ' '

                   andHD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'

                   andHD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'

                   andHD_STATUS.ID in (10,32)

                   and(UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)

                   andUPDATER.ID > 0



Comments:
  • Does anyone know what to do if I deleted by an accident the Ticket Rules Plugin? Gosh, can't make things work right...
    I'm trying to make heads or tails of http://domyhomeworkonline.net/ dashboard and it's really tough to do with Ticket Rules...
    Thanks,
    Nick - NickSt2 4 years ago
    • What do you mean "Ticket Rules Plugin"? We're talking about KACE K1000, right? Ticket Rules are located in Service Desk > Configuration > Ticket Rules (You may also need to change the view in the "View By:" drop-down menu). Individual ticket rules can be deleted, but not the feature itself. - JasonEgg 4 years ago
 
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