KACE Product Support

Are you using a custom rule or system rule to send the email? - chucksteel 10 years ago

In my example, it's the "system rule" that send this email. - dtisoft 10 years ago

Hi dtisoft, when you're in the 'Email Customization' screen for the queue you're referring to, all the options you can use are listed on the right hand side and you cannot deviate from that list. So if all you want is the subject of the ticket, you can use the $ticket_title option and that will display the summary.

I actually use a custom rule so that I can completely customise the email content, however I still only ever display the ticket title and a URL which links directly to the ticket.

Cheers. - twit 10 years ago

Hi twit, thx for the answer. I know that I can only use these "symbols" but like you said, there's a way we can customize the email content with a rule... If yes, do you have an example of that ?

The purpose of adding the 'Ticket description" in the email that is sent when a technician gets a ticket assign to him, is to give a "first view" of the problem...

Thanks alot for your help ! - dtisoft 10 years ago

OK sure, first thing is make sure you know is that you have to create a custom ticket rule (at the bottom of the queue configuration page) which means disabling the in-built rule. You can't customise the content of that any more than the options they provide.

So, click 'Customize' next to custom ticket rules then 'Add ticket rule'. On the next few screens just click next, then done without entering anything until you get to the Ticket Rule Edit Detail screen. Here is my example:

Title: [Enter your title]
Order: 100
Notes: [Enter any notes]

Frequency: On ticket save
Enable: [Obviously tick this once your confident to have it running]

Select Query:

-------------------------------------------------------------------------------------------------------------------

select
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE as TITLE,
OWNER.EMAIL as EMAILCOLUMN
from
HD_TICKET join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID
and C.ID = <CHANGE_ID>
join USER OWNER on HD_TICKET.OWNER_ID = OWNER.ID
where
C.DESCRIPTION like '%Changed ticket Owner from%'

-------------------------------------------------------------------------------------------------------------------

Only tick 'Send an email for each result row' then enter:

Subject: IT Request: $ticknum - Assigned to you

Email Column: EMAILCOLUMN

Email Body:

-------------------------------------------------------------------------------------------------------------------

Hello,

The above ticket has been assigned to you.

The ticket title is: [$title]

To access the ticket directly, click here: http://KBOXURL/adminui/ticket.php?ID=$ticknum

Thank you.

-------------------------------------------------------------------------------------------------------------------

Obviously (or maybe not obviously) what this does is, if it sees the words 'Changed ticket Owner from' when you click save, it generates this email to the new ticket owner.

I'm still not sure if this is giving you all the information you want though? I get the feeling you want the most recent comment or maybe even all comments in the email? Can you be a bit more specific with what you mean by 'Ticket Description'?

Or if this is all you wanted to accomplish, all good :) - twit 10 years ago

Thx for the quick response. Yes like you said, I would like to have he most recent comment in the email so the technician can take a look a the problem without clicking on the link ...

Thx, - dtisoft 10 years ago

Hi, sorry for slow response. Again IT Ninja is not emailing me with comments. Try adding this to the rule above:

In the SELECT query, under OWNER.EMAIL as EMAILCOLUMN, add this line:
C.COMMENT as COMM

Then, in the part where you type the contents of the email, add the line:

The most recent comment on this ticket was:

$comm

Let me know how it goes. - twit 10 years ago