Custom Ticket Rule - Receive email when submitter responds to ticket with no owner
Yes I am trying to figure out a custom ticket rule for the kbox support center. Here is what I am looking for it to do:
- User submits ticket to the kbox support center.
- Lets say the ticket sits for a few hours, with no one being assigned as owner, or even if the user forgets to add something to the ticket.
- User responds to the ticket via email or the portal.
- User receives email.
- How can I make it so the main support email address also receives this response. Right now, we have no idea they responded to the ticket, unless you are a CC or Owner.
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Answers (1)
Answer Summary:
You will need to remove this line: C.DESCRIPTION LIKE 'TICKET CREATED%' and in the same place add: HD_TICKET.OWNER_ID = 0 Searching for HD_TICKET.OWNER_ID = 0 limits the rule to only run on tickets that do not have an owner (they are unassigned).
You will need to remove this line: C.DESCRIPTION LIKE 'TICKET CREATED%' and in the same place add: HD_TICKET.OWNER_ID = 0 Searching for HD_TICKET.OWNER_ID = 0 limits the rule to only run on tickets that do not have an owner (they are unassigned).
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Posted by:
chucksteel
10 years ago
Start with the rule outlined in this KB article:
http://www.kace.com/support/resources/kb/solutiondetail?sol=SOL111222
You will need to remove this line:
C.DESCRIPTION LIKE 'TICKET CREATED%'
and in the same place add:
HD_TICKET.OWNER_ID = 0
Searching for HD_TICKET.OWNER_ID = 0 limits the rule to only run on tickets that do not have an owner (they are unassigned).
Comments:
-
chucksteel thanks for the response. We tried replacing that line with the one provided, but that actually broke all emails when a ticket is submitted.
Here is what our custom rule looks like:
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://bsbk1/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
'itg@bsbdesign.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
HD_TICKET.OWNER_ID = 0
/* this is necessary when using group by functions */
C.DESCRIPTION LIKE 'TICKET CREATED%'
HAVING 1=1 - ocili 10 years ago-
You need to delete the C.DESCRIPTION LIKE 'TICKET CREATED%" line, it's still there. - chucksteel 10 years ago
-
Hmm not sure what happened there. I removed the line and retested, all working as expected. Thanks!
Side question, is there a good resource for learning how to write these custom kbox rules? - ocili 10 years ago -
Having a basic working knowledge of MySQL is a good start so I would recommend learning that if you don't already know it. Once you have that knowledge the service desk rules are pretty easy to understand. - chucksteel 10 years ago
