KACE Product Support

This is, what Custom Ticket Rules are for.
https://support.quest.com/kb/111161/

There is a chance that this can fundamentally Not be done, mainly because in using a ticket rule to alert via email, you are only able to add a single email address into the variable field for the email addresses. So firstly, this will only email a group if the group is defined as a single email address, i.e. a mailing list.

If that is possible you need to identify what changes in the HD_TICKET table when the ticket is moved to the queue. In simple terms that may be the queue ID, but creating a ticket rule to fire when the ID is equal to say 4, would generate constant emails. If the move is to happen once, you may need to use a technique of a switch field, that is a hidden field with a default value of 1, when the email rule runs it also sets the value to 2, thus only allowing the rule to fire once. The select statement for the rule looking to run when the queue ID is 4 and the switch field is 1.

if it is likely that tickets will move queues more regularly, I would suggest adding a drop down in each queue ticket that triggers the move. So if the drop down contains Telecomms, set the queue ID to 4 and reset the switch field to 1, that way you get a fresh, single email alert.

I'm also trying to do something similar, however we are getting emails when the ticket is closed as well as opened. I'm using the following query. Is anyone able to help clean this up so we don't get an email when we also close the ticket?

select  

HD_TICKET.ID as TICKNUM,  

HD_TICKET.TITLE as TITLE, 

HD_TICKET.OWNER_ID as OWNER,

HD_TICKET.CUSTOM_FIELD_VALUE14 as notified, 

'GROUP@Email.com' as EMAILCOLUMN,

Q.NAME as Qu

from  HD_TICKET 

join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID  

join HD_QUEUE Q ON HD_TICKET.HD_QUEUE_ID = Q.ID

 where  (C.DESCRIPTION like '%Ticket Created%' and HD_TICKET.OWNER_ID=0 and Q.NAME = 'Ticket-Queue-NameHere' AND HD_TICKET.CUSTOM_FIELD_VALUE14 !='1' and HD_TICKET.CUSTOM_FIELD_VALUE14 IS NOT NULL)

This is for moved to a queue sending to a email address.  You can separate by comma's if multiple.  If you want it by the owner label that can be done as well; see bottom.

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.com/adminui/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

      'yourgroup@yourdomain.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 concat("%Changed ticket Queue from%to%.%")

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

    GROUP BY HD_TICKET.ID

    HAVING 1=1

SUBJECT

[TICK:$ticknum] NEW TICKET: $title

COLUMN

NEWTICKETEMAIL

FOR SENDING TO OWNERS

/* group email     */

JOIN HD_QUEUE_OWNER_LABEL_JT ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE_OWNER_LABEL_JT.HD_QUEUE_ID

JOIN USER_LABEL_JT ON HD_QUEUE_OWNER_LABEL_JT.LABEL_ID = USER_LABEL_JT.LABEL_ID

JOIN USER OLIST ON USER_LABEL_JT.USER_ID = OLIST.ID

/* queue */

JOIN HD_QUEUE ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE.ID

to create the newticketemail use

olist.email as newticketemail