KACE Product Support

James,
Are you trying to have the system (kbox) send an Email to the Helpdesk (group of people) notifying them (helpdesk or technicians) when a user submits a request?

Russell

Hi Russell.

Exactly! Eventually, we would like it so the user can email the KBox through their outlook. For now, I'd like to get the ticket emailed from the KBox to the helpdesk email.

--james

If your email sending from kbox works in general then use this faq www.kace.com/support/kb/index.php?action=artikel&id=613

Hi Gerald.

I am not convinced that the email works at all. It only works from the KBox to a helpdesk email if I manually send from the KBox...

--james

Ahh - okay.

So the query polls every 15 minutes (or a finite period of time) and then pushes the new ticket(s) out via email? I wasn't sure as I had created a custom rule before; wasn't really sure if it worked the right way or not.

--james

The ticket rule from 613 should be set to run "on ticket save"

That would be a ticket rule. We have one that works off the "New" status that is assigned to all new tickets (default). I created a new Ticket layout Custom field called 'IT Group Assigned' - when a new ticket is submitted it is automatically assigned to the 'Helpdesk' group (created Label called Helpdesk and assigned to 3 people) and an email is sent to the folks with the attached Label. Assigning the Group (custom field) and sending the email is done by this rule.

SELECT USER.EMAIL
,HD_TICKET.TITLE
,lpad(HD_TICKET.ID,4,0) as ticknum
,HD_TICKET.ID
,USER1.FULL_NAME
,USER1.USER_NAME
,X.COMMENT
FROM USER,LABEL,USER_LABEL_JT, HD_TICKET, USER AS USER1,(select HD_TICKET.ID,HD_TICKET_CHANGE.COMMENT
from HD_TICKET_CHANGE,HD_TICKET
WHERE HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
AND DESCRIPTION like 'Ticket Created%'
AND (HD_TICKET_ID,TIMESTAMP) IN (
SELECT HD_TICKET_ID,MAX(TIMESTAMP)
FROM HD_TICKET_CHANGE GROUP BY HD_TICKET_ID)) X
WHERE USER.ID = USER_LABEL_JT.USER_ID
AND LABEL.ID = USER_LABEL_JT.LABEL_ID
AND USER1.ID = HD_TICKET.SUBMITTER_ID
AND LABEL.NAME = 'HelpDesk'
and HD_TICKET.ID = X.ID

EMAIL SAYS:

A new ticket has been opened by $full_name

Comment:
$comment

For complete details, see:
http://kbox1100.mysite.com/adminui/ticket?ID=$ticknum

Hope this helps.

Then the ticket rule should work since it sends mail directly and bypasses the helpdesk mail queue. Make sure you check junk mail filters, etc. You can see the kbox maillog if you download logs and then look for the exim mainlog. It's not available in the UI's log list

As for email from other ticket events that are in the helpdesk mail queue -- check this faq: http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=829&artlang=en

Also, it might be a misunderstanding on when mail fires. For example, if I submit a ticket in the webui then I will not get an email about my submission.

Hi Gerald.

Sorry to be sticky... Do you mean a role within the Help Desk?

Thanks for your patience.

That's ok, but I'm really confused now.

Did you create a rule like in faq 613? If so then what are you referring to by mentioning "15 minutes"? There is nothing that should run every 15 minutes.

Do you mean a role within the Help Desk?
I'm not sure how roles got into the discussion. Unless you mean rUles in which case, yes faq 613 is talking about a ticket rule in the helpdesk.

Sorry Gerald. I'm not deliberately trying to muddy the situation...

The 15 minutes is how often to run the custom rule though it could on Ticket Save or a couple of others. The roles question comes from the Help Desk configuration while groups, well, I am not sure where they are in the system.

I hope that clears up what I am asking.

--james

No apology needed, this is easier said than done sometimes.

I would not run any of the rules discussed above on a 15 minute interval. I would run them on ticket save so that the stakeholders get notified right away. This is also what the FAQ recommends.

Roles only affect what access a user has to the tabs (write, read or hidden). A helpdesk owner needs write access to either the heldpesk tab in the admin portal or the user portal. The more important group discussion with helpdesk owners is putting them in labels and then assigning those labels as owners of a queue(s).