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Title
How to notify any user or group by email when a new ticket is created -
Description
This article demonstrates how to notify a person or group of persons when a new ticket is created using the Help Desk on the SMA
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Cause
NOTE: For this or any other customizations needed on your KACE SMA, we recommend contacting Professional Services
The process below is not needed anymore since Email on Events has "New Ticket via Email/Portal" can be used to Notify the Owner, Submitter, Approver, Ticket/Category CC, and All Queue Owners. This is within Service Desk | Configuration | Queues | Select your Queue | [Configure Queue Email Settings] and scroll all the way to the bottom.
If an email still needs to be sent to an specific email address that is not to Queue Owners, then proceed with caution. -
Resolution
CODE WRITTEN BY QUEST KACE SUPPORT FOR DEMONSTRATION PURPOSES ONLY AND NOT SUPPORTED BY KACE TECHNICAL SUPPORT. CLIENT CONFIRMS THE NEED FOR TESTING AND ACCEPTS ALL RESPONSIBILITY FOR USE AND MISUSE OF CODE. QUEST KACE SHALL NOT BE HELD LIABLE FOR DAMAGE OR DOWN TIME RESULTING FROM USE OF THIS OR ANY CODE PRESENTED FOR PURPOSES OF TROUBLESHOOTING OR DEMONSTRATION
NOTE: Please review KB Article Precautions for Creating Ticket Rules before attempting to create this ticket rule.
When a ticket is created you can notify any user or group by email via two different methods. The information below describes how to notify a user or group via Custom Ticket Rule.
- Use the wizard to create any rule. We are going to modify the completed rule.
- Disable the rule so that we can perform some testing by unchecking “enabled”.
- Use the query below that is customized to meet our needs. (Watch out for quotes when you copy/paste).
- Write a subject for the email. Note that the subject of an email is not customizable before version 5. So choose static text for older versions. But in 5.0 and newer we can use variables so use this [TICK:$ticknum] NEW TICKET: $title
- Modify the “http://kbox/userui/ticket.php?ID=” portion of the query to include the local address of your KACE appliance. (Highlighted in purple in the below rule)
- Add the email address of the user or group by locating the 'helpdesk@mycompany.com' portion of the query, adding the correct address(s). (Highlighted in red in the below rule)
Below is a summary of the completed rule:
Frequency:
On Ticket Save
Select Query:
SELECT
-- ticket fields
HD_TICKET.ID, -- $id
HD_TICKET.ID AS TICKNUM, -- $ticknum
HD_TICKET.TITLE, -- $title
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
-- change fields
C.COMMENT, -- $comment
C.DESCRIPTION, -- $description
GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://kbox/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
-- about the updater
UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
-- about the owner
OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
-- about the submitter
SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
-- about priority
P.NAME AS PRIORITY, -- $priority
-- about status
S.NAME AS STATUS, -- $status
-- about impact
I.NAME AS IMPACT, -- $impact
-- about category
CAT.NAME AS CATEGORY, -- $category
-- other fields
-- -- example of static distribution list
'helpdesk@mycompany.com' AS NEWTICKETEMAIL -- $newticketemail
FROM HD_TICKET
/* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
AND C.ID=<CHANGE_ID>
/* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
/* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
/* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
/* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
/* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
/* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
/* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
/* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
WHERE
C.DESCRIPTION LIKE '%CREATED%'
/* this is necessary when using group by functions */
GROUP BY HD_TICKET.ID
HAVING 1=1
Send query results to someone
Not Required
Comments In Ticket:
Not Required
Email each recipient in query results::
SUBJECT:[TICK:$ticknum] NEW TICKET: $title
EMAIL COLUMN:NEWTICKETEMAIL
BODY:
$submitter_fname has opened a ticket.
The submission was:
Ticket: $ticknum
From: $submitter_fname ($submitter_email)
Category: $category
Priority: $priority
Status: $status
Severity: $impact
Opening Comment: $comment
Run an update query, using the results from the one above
Not Required
NOTE: This ticket rule is made to run on "Ticket Save" Only , using "View Ticket Search Results" or "Run Now" will result in a syntax error.
To test ticket rule create a new ticket in the queue where the ticket rule lives.
- Ticket rule run log should say sending 1 of 1 and a email should have been sent to the email address listed in the ticket rule.
Appendix: Send an email to the submitter
The SMA includes a built-in mechanism to send a confirmation email to the submitter, but it only works if the ticket was submitted by email. If the ticket is submitted by web interface then the K1000 decides that the user does not need a confirmation. However, with a simple modification you could use a copy of this rule above to send an email to the submitter. If you wish to notify both the submitter and the group above then two rules are recommend -- one for each. If you are going to use this to send to the submitter then make sure that you disable the email event checkbox for "New Ticket Via Email".
In Summary here is what the rule looks like:
Frequency:
On Ticket Save
Select Query:
same query as above
Send query results to someone
Not Required
Results are tickets, add a comment to each one
Not Required
Send Email for
Each Result Row:
SUBJECT:[TICK:$ticknum] $title
EMAIL COLUMN:SUBMITTER_EMAIL
BODY:
Dear $submitter_fname, a ticket was created in response to your web submission.
Your submission was:
Category: $category
Priority: $priority
Status: $status
Severity: $impact
Comment: $comment
Update Query:
Not Required