Email on save new ticket but not on updates to ticket
I'm using the email notify any user or group by email on save from
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en
It works fine and I've already updated it to include other information i need like location, phone, and user information. The problem is the rule only runs on the first save? How do I make it so if a comment is added and saved it would email again and include all the comments so far added to the ticket? Is this possible and can anyone point me in the right direction on why it only sends an email on creation and not updates? I'm just not sure what I need to change to make it on updates. Thanks in advance.
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en
It works fine and I've already updated it to include other information i need like location, phone, and user information. The problem is the rule only runs on the first save? How do I make it so if a comment is added and saved it would email again and include all the comments so far added to the ticket? Is this possible and can anyone point me in the right direction on why it only sends an email on creation and not updates? I'm just not sure what I need to change to make it on updates. Thanks in advance.
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Posted by:
steelc
12 years ago
It's only sending on new tickets because the SQL includes C.DESCRIPTION LIKE 'TICKET CREATED%'. If you don't include that statement then it will match for ticket updates. On our setup I have two rules, one for new tickets (which includes a similar statement, and another on ticket updates that looks for DESCRIPTION NOT LIKE 'TICKET CREATED%'. I do this because the text I want in the emails is different between new tickets and updated tickets.
Including all comments is more tricky. You could perform a group concatenate on all of the matching ticket comments. I haven't done that so I'm not sure of what the exact syntax would be to accomplish that.
Including all comments is more tricky. You could perform a group concatenate on all of the matching ticket comments. I haven't done that so I'm not sure of what the exact syntax would be to accomplish that.
Posted by:
quickwhips
12 years ago
Using the web link i posted above I changed the where statement to be
WHERE
S.NAME LIKE '%Close%'
This way I could reference the status instead of the description change. It worked for me. Also I referenced in the email body History: $history
This showed me the complete history of the ticket in the email. Hope this helps someone else down the line.
WHERE
S.NAME LIKE '%Close%'
This way I could reference the status instead of the description change. It worked for me. Also I referenced in the email body History: $history
This showed me the complete history of the ticket in the email. Hope this helps someone else down the line.
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