How to Add an email portion to a Custom Rule when Action Occurs
We created a Custom Rule that moves a ticket from one queue to another when certain keywords are present in the title. However, that has broken my notification rule in place on that second queue for when something gets moved to it.
To work around that, i'd like to add to my new Custom rule to "Email each recipient in query results"... I know the address I want to email when this happens, I just don't know how to add that SQL item to the original rule. Any help would be appreciated.
Here's my Select SQL verbage:
SELECT HD_TICKET.ID, HD_TICKET.TITLE,
HD_TICKET.HD_CATEGORY_ID, HD_TICKET.HD_QUEUE_ID,
HD_CATEGORY.ID, HD_CATEGORY.NAME
FROM HD_TICKET
JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
WHERE HD_TICKET.TITLE like '%tsteam%' OR
HD_TICKET.TITLE like '%hardware%' OR
HD_TICKET.TITLE like '%software%' OR
HD_TICKET.TITLE like '%PC%' OR
HD_TICKET.TITLE like '%printer%' OR
HD_TICKET.TITLE like '%Cisco%' OR
HD_TICKET.TITLE like '%phone%'
AND (HD_TICKET.HD_QUEUE_ID =2 OR HD_TICKET.HD_QUEUE_ID=2)
ORDER BY HD_TICKET.ID
Update SQL:
UPDATE HD_TICKET
SET HD_TICKET.HD_QUEUE_ID=1
WHERE HD_TICKET.TITLE like '%tsteam%' OR
HD_TICKET.TITLE like '%hardware%' OR
HD_TICKET.TITLE like '%software%' OR
HD_TICKET.TITLE like '%PC%' OR
HD_TICKET.TITLE like '%printer%' OR
HD_TICKET.TITLE like '%Cisco%' OR
HD_TICKET.TITLE like '%phone%'
Answers (1)
Top Answer
SELECT HD_TICKET.ID, HD_TICKET.TITLE,
HD_TICKET.HD_CATEGORY_ID, HD_TICKET.HD_QUEUE_ID,
HD_CATEGORY.ID, HD_CATEGORY.NAME, 'user@domain.com' AS USEREMAIL
