Email notification to specific email account no longer working after updating Kace k1000 to 7.0
This is what was working before with 6.4:
What do I have to change to make it work with 7.0?
select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
'informationservices@wylietexas.gov' as EMAILCC,
HD_TICKET.TITLE,
U1.USER_NAME as OWNER_NAME,
U3.USER_NAME as LASTINPUTNAME,
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,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
STATE,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
U3.EMAIL as UPDATEREMAIL,
U3.FULL_NAME as UPDATERNAME,
UNIX_TIMESTAMP(TICKETCHANGE.TIMESTAMP),
TICKETCHANGE.COMMENT as COMMENT,
TICKETINITIAL.COMMENT as INITIAL_COMMENT,
TICKETCHANGE.DESCRIPTION as CHANGE_DESCRIPTION,
HD_CATEGORY.CC_LIST AS CATEGORYCC,
HD_CATEGORY.NAME AS CATEGORY_NAME,
U2.LOCATION AS SUBMITTER_LOCATION,
U2.WORK_PHONE AS SUBMITTER_WORK_PHONE,
HD_PRIORITY.NAME AS TICKET_PRIORITY,
HD_QUEUE.NAME AS QUEUE_NAME
from ( HD_TICKET,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY)
JOIN HD_TICKET_CHANGE TICKETCHANGE ON TICKETCHANGE.HD_TICKET_ID = HD_TICKET.ID
and TICKETCHANGE.ID=<CHANGE_ID>
JOIN HD_TICKET_CHANGE TICKETINITIAL ON TICKETINITIAL.HD_TICKET_ID = HD_TICKET.ID
and TICKETINITIAL.ID=(select MIN(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
left join USER U1 on U1.ID = HD_TICKET.OWNER_ID
left join USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
left join USER U3 on U3.ID = TICKETCHANGE.USER_ID
left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
where HD_PRIORITY.ID = HD_PRIORITY_ID and
HD_STATUS.ID = HD_STATUS_ID and
HD_IMPACT.ID = HD_IMPACT_ID and
HD_CATEGORY.ID = HD_CATEGORY_ID and
TICKETCHANGE.DESCRIPTION like '%Ticket Created%' and
HD_TICKET.HD_QUEUE_ID = 1 and
HD_STATUS.NAME != 'Closed'
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Answers (1)
Answer Summary:
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Posted by:
MiguelT
7 years ago
Top Answer
We had the similar problem in our Notification ticket rule. They made changes to the user Table. One of the was Location.
Try commenting out the U2.LOCATION AS SUBMITTER_LOCATION, and see if you start receiving notifications
Try commenting out the U2.LOCATION AS SUBMITTER_LOCATION, and see if you start receiving notifications
Comments:
-
I did as you suggested. Or at least tried. I don't know anything about SQL. I had originally copied and pasted that whole bit of text from this forum and simply changed the email address in the EMAILCC line.
I changed that line to --U2.LOCATION AS SUBMITTER_LOCATION, which is what I was told meant to comment it out by a SQL person and it didn't change anything. - jpinales 7 years ago-
Try removing that line completely, And this is ticket rule is only for new tickets coming in correct? - MiguelT 7 years ago
