Hi:We are delving into some more advanced service desk use cases for our K1000 (have used very simple ticketing up to this point). Trying to accomplish the following with a new ticket queue:All incoming tickets will be unassigned, and evaluated by a Help Desk staff member (who will take ownership of the ticket)If it's a Tier 1 issue, the HD staffer will resolve and close the ticket; done.If it's a Tier 2 issue, the ticket needs to be categorized; the ticket status will be changed to one of four specific Tier 2 statusesA specific person or people should be cc'd, based on the status; for example, if the status is "Tier 2: Financial," our financial person should be notified; if it's "Tier 2: Enrollment," our group of two enrollment people should be emailed, etc., etc.Ideally, the ticket would revert to "unassigned" ownership, though I can deal with assigning a specific owner for each status as neededIs there a way to do this? I've been over the on ticket save options trying to see how this can be accomplished. Thanks in advance.

KACE Product Support : K1000: Automated emails on status change

K1000: Automated emails on status change

Hi:

We are delving into some more advanced service desk use cases for our K1000 (have used very simple ticketing up to this point). Trying to accomplish the following with a new ticket queue:

All incoming tickets will be unassigned, and evaluated by a Help Desk staff member (who will take ownership of the ticket)
If it's a Tier 1 issue, the HD staffer will resolve and close the ticket; done.
If it's a Tier 2 issue, the ticket needs to be categorized; the ticket status will be changed to one of four specific Tier 2 statuses
A specific person or people should be cc'd, based on the status; for example, if the status is "Tier 2: Financial," our financial person should be notified; if it's "Tier 2: Enrollment," our group of two enrollment people should be emailed, etc., etc.
Ideally, the ticket would revert to "unassigned" ownership, though I can deal with assigning a specific owner for each status as needed

Is there a way to do this? I've been over the on ticket save options trying to see how this can be accomplished. Thanks in advance.

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Thanks, this is what I have so far, from the Wizard:

Select SQL:
select HD_TICKET.*,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
STATE,
if(M1.ID is null, 'z', concat('a', M1.NAME)) as sort_MACHINE_NAME,
if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,
if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED,
if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED,
if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED,
if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,
if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED,
if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,
if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,
case upper(STATE)
when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED)
when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED)
else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,
if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,
if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,
if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,
if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
Q.NAME as QUEUE_NAME
from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
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 = HD_TICKET.APPROVER_ID
LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID
LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_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 (( HD_STATUS.NAME like '%Enrollment%') and HD_TICKET.HD_QUEUE_ID = 15 )

And then, the actual query (with email obfuscated):

update HD_TICKET, USER as T5
set HD_TICKET.OWNER_ID = T5.ID,
HD_TICKET.CC_LIST = 'XXXX@YYY.ZZZ'
where T5.FULL_NAME = 'Unassigned' and
(HD_TICKET.ID in (<TICKET_IDS>))

So ideally, this rule would find any ticket with a status containing the word "Enrollment," set the owner to Unassigned, and CC the desired email address. It's set to "on ticket save," but so far is not performing any tasks. - erzeszut 8 years ago