Dell K1000 - Service Desk - Ticketrule; send mail to new owner
Hello,
I search for a ticketrule to inform the servicedesk supporter, that he is the new owner of a ticket.
(for example: one coworker assign the tickets to the right supporter and he should be inform by an email)
Note: Servicedesk support is an label with 8 co-workers
Hope for help, thanks!
I search for a ticketrule to inform the servicedesk supporter, that he is the new owner of a ticket.
(for example: one coworker assign the tickets to the right supporter and he should be inform by an email)
Note: Servicedesk support is an label with 8 co-workers
Hope for help, thanks!
2 Comments
[ + ] Show comments
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You may want to look at the following thread: http://www.itninja.com/question/kace-sending-new-owner-an-email-when-ticket-is-re-assigned - Ericenri 8 years ago
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Thanks for you response. I think thats what I'm looking for! - svmay 8 years ago
Answers (1)
Answer Summary:
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Posted by:
svmay
8 years ago
Top Answer
Thanks Ericenri for the link, its exactly what I'm looking for!
> http://www.itninja.com/question/kace-sending-new-owner-an-email-when-ticket-is-re-assigned
.
> http://www.itninja.com/question/kace-sending-new-owner-an-email-when-ticket-is-re-assigned
SELECT
HD_TICKET.ID,
HD_TICKET.ID AS TICKNUM,
HD_TICKET.TITLE,
DATE_FORMAT(HD_TICKET.CREATED,
'%b %d %Y %I:%i:%s %p') AS CREATED,
DATE_FORMAT(HD_TICKET.MODIFIED,
'%b %d %Y %I:%i:%s %p') AS MODIFIED,
C.COMMENT,
C.DESCRIPTION,
GROUP_CONCAT(CONCAT('----- Change by ',
UPDATER.EMAIL,
' at ',
H.TIMESTAMP,
' -----
',
H.DESCRIPTION,
'
',
H.COMMENT,
'
Please see your ticket at http://kbox/userui/ticket.php?ID=',
H.HD_TICKET_ID,
'
')
ORDER BY H.ID DESC
SEPARATOR '
') HISTORY,
UPDATER.USER_NAME AS UPDATER_UNAME,
UPDATER.FULL_NAME AS UPDATER_FNAME,
UPDATER.EMAIL AS UPDATER_EMAIL,
IF(UPDATER.FULL_NAME = '',
UPDATER.USER_NAME,
UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL,
OWNER.USER_NAME AS OWNER_UNAME,
OWNER.FULL_NAME AS OWNER_FNAME,
OWNER.EMAIL AS OWNER_EMAIL,
IFNULL(OWNER.USER_NAME, 'Unassigned') OWNER_USER,
SUBMITTER.USER_NAME AS SUBMITTER_UNAME,
SUBMITTER.FULL_NAME AS SUBMITTER_FNAME,
SUBMITTER.EMAIL AS SUBMITTER_EMAIL,
P.NAME AS PRIORITY,
S.NAME AS STATUS,
I.NAME AS IMPACT,
CAT.NAME AS CATEGORY,
HD_QUEUE.NAME AS QUEUENAME
FROM
HD_TICKET
JOIN
HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
AND C.ID = <CHANGE_ID>
JOIN
HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
JOIN
HD_PRIORITY P ON P.ID = HD_PRIORITY_ID
JOIN
HD_STATUS S ON S.ID = HD_STATUS_ID
JOIN
HD_IMPACT I ON I.ID = HD_IMPACT_ID
JOIN
HD_CATEGORY CAT ON CAT.ID = HD_CATEGORY_ID
LEFT JOIN
USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
LEFT JOIN
USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
LEFT JOIN
USER UPDATER ON UPDATER.ID = C.USER_ID
JOIN
HD_QUEUE ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE.ID
WHERE
(C.DESCRIPTION LIKE '%Changed ticket Owner%')
and OWNER.USER_NAME is not null
HAVING 1 = 1
.
Comments:
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How did you add this rule... can you upload a screenshot from Kace? - gambitz 8 years ago
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> Service Desk > Configuration > Rules
> "Your Queue" > Select Action > New (SQL)
Give the rule a name and write a description
Insert at "SQL-Select" the select-query I had posted. Confirm the checkbox "Send e-mail to each recipient in the query results". Add an mailsubject and insert in "column with e-mail addresses" - "OWNER_EMAIL". At least write an mailnotification text.
Hope this helps. - svmay 8 years ago-
Thank you for the response. I think I am missing something. MySQL skills are.. weak :-) Email isn't triggering though here is the run log after a saved a ticket.
2016/12/13 17:21:02> Starting: 2016/12/13 17:21:02 2016/12/13 17:21:02> Executing Select Query... 2016/12/13 17:21:02> mysqli error: [1054: Unknown column 'OLIST.EMAIL' in 'group statement'] in EXECUTE("SELECT HD_TICKET.ID, HD_TICKET.ID AS TICKNUM, HD_TICKET.TITLE, DATE_FORMAT(HD_TICKET.CREATED, '%b %d %Y %I:%i:%s %p') AS CREATED, DATE_FORMAT(HD_TICKET.MODIFIED, '%b %d %Y %I:%i:%s %p') AS MODIFIED, C.COMMENT, C.DESCRIPTION, GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL, ' at ', H.TIMESTAMP, ' ----- ', H.DESCRIPTION, ' ', H.COMMENT, ' Please see your ticket at http://kbox/userui/ticket.php?ID=', H.HD_TICKET_ID, ' ') ORDER BY H.ID DESC SEPARATOR ' ') HISTORY, UPDATER.USER_NAME AS UPDATER_UNAME, UPDATER.FULL_NAME AS UPDATER_FNAME, UPDATER.EMAIL AS UPDATER_EMAIL, IF(UPDATER.FULL_NAME = '', UPDATER.USER_NAME, UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, OWNER.USER_NAME AS OWNER_UNAME, OWNER.FULL_NAME AS OWNER_FNAME, OWNER.EMAIL AS OWNER_EMAIL, IFNULL(OWNER.USER_NAME, 'Unassigned') OWNER_USER, SUBMITTER.USER_NAME AS SUBMITTER_UNAME, SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, SUBMITTER.EMAIL AS SUBMITTER_EMAIL, P.NAME AS PRIORITY, S.NAME AS STATUS, I.NAME AS IMPACT, CAT.NAME AS CATEGORY, HD_QUEUE.NAME AS QUEUENAME FROM HD_TICKET JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID AND C.ID = 384611 JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID JOIN HD_PRIORITY P ON P.ID = HD_PRIORITY_ID JOIN HD_STATUS S ON S.ID = HD_STATUS_ID JOIN HD_IMPACT I ON I.ID = HD_IMPACT_ID JOIN HD_CATEGORY CAT ON CAT.ID = HD_CATEGORY_ID LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID JOIN HD_QUEUE ON HD_TICKET.HD_QUEUE_ID = HD_QUEUE.ID WHERE (C.DESCRIPTION LIKE '%Changed ticket Owner%') and OWNER.USER_NAME is not null GROUP BY OLIST.EMAIL HAVING 1 = 1 and (HD_TICKET.ID = 40394) ") - gambitz 8 years ago
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Screenshot -- http://imgur.com/a/xEVtO - gambitz 8 years ago