K1000: Email notification to group when ticket is Assigned and Resolved
Hello. I'd like to start off by saying my scripting skills are severely lacking. We currently have the notification to notify a group (servicedeskstaff@ourdomain.com) when a ticket is created and that is working well. What we are finding is that the service desk staff isn't being notified when someone takes ownership of a ticket so there are times when multiple service desk staff will start trying to resolve a ticket at the same time. Our service desk staff often work in different offices so it would be useful if Kace would notify us when tickets are assigned and resolved, similar to how our New Ticket Notification works. Is there any sample code I can take a look at?
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Currently all tickets that are emailed in or added in the portal have an owner of "unassigned". once a ticket has ownership either by the owner or another submitter giving ownership an email is sent but does not have ALL the details. I tried using this query and did not have any luck. Is there a simple rule or query we can run when a ticket is changed from "unassigned" to that owner ALL ticket details are sent via email? - donsclements 6 years ago
Answers (2)
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Posted by:
grayematter
10 years ago
While not exactly what you are looking for, you may want to check http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket to get started.
From what I gather from your scenario, the only bit you would need to change from my ticket rule is the WHERE condition. You will want to key on something like:
WHERE
(C.DESCRIPTION LIKE '%Changed ticket Owner from%')
This will trigger an email EVERY time the ticket Owner is changed. If you only want to trigger emails on the INITIAL assignment, try
WHERE
(C.DESCRIPTION LIKE '%Changed ticket Owner from "Unassigned"%')
My script targets all potential ticket owners for whichever queue the ticket is in. You can easily change the target email line in the query to
'servicedeskstaff@ourdomain.com' as NEWTICKETEMAIL
I hope this helps!
Posted by:
Chris.Burgess
10 years ago
First, what version of Kace are you using? I'm on 6 so I can only make suggestions based on that...
Under Support Desk -> Configuration -> Queue detail where it says Email on Events, set the option for "Owner Changed" to email Category CC. Then under your categories list add the Servicedeskstaff@ourdomain.com" email address to all of the CC lists. That should get you squared away!!
Comments:
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Thanks Chris I think this solution will work for us. I wasn't able to get grayematter's script to work but that's more of an issue with my scripting skills. Thanks for the help guys! - rcaluttung 10 years ago
