Kace Service Desk - Custom ticket rule to notify when ticket enters a queue
I have been attempting to find a way to have Service Desk email a group of users when a ticket enters their queue. This seemed to me at first to be something everyone would want, however I have not been able to make this work. I haven't been able to come across anything in searches that works for me either. Anyone out there have this in place?
Example of what I am trying to accomplish:
Help Desk Queue creates ticket.
Help Desk moves ticket to Systems Engineering queue.
Systems Engineering team gets an email that a ticket has been moved into their queue.
Thank you in advance for any advice!
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Answers (2)
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Posted by:
MAXintosh
8 years ago
Top Answer
Create a Custom Ticket Rule with the following code:
SELECT
-- ticket fields
HD_TICKET.ID, -- $id
HD_TICKET.ID AS TICKNUM, -- $ticknum
HD_TICKET.TITLE, -- $title
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
-- change fields
C.COMMENT, -- $comment
C.DESCRIPTION, -- $description
GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
H.DESCRIPTION,'\n',H.COMMENT)
ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
-- about the updater
UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
-- about the owner
OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
-- about the submitter
SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
-- about priority
P.NAME AS PRIORITY, -- $priority
-- about status
S.NAME AS STATUS, -- $status
-- about impact
I.NAME AS IMPACT, -- $impact
-- about category
CAT.NAME AS CATEGORY, -- $category
-- other fields
-- -- example of static distribution list
'NETOPSTICKETING@cianbro.com' AS NEWTICKETEMAIL -- $newticketemail
FROM HD_TICKET
/* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
AND C.ID=<CHANGE_ID>
/* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
/* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
/* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
/* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
/* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
/* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
/* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
/* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
WHERE
C.DESCRIPTION LIKE 'Changed Ticket Queue%'
OR
C.DESCRIPTION LIKE 'TICKET CREATED%'
/* this is necessary when using group by functions */
GROUP BY HD_TICKET.ID
HAVING 1=1
Just change: 'NETOPSTICKETING@cianbro.com'
to your email address.
Also...
Choose:Email each recipient in query results
Subject:New NetOps Ticket: [TICK:$ticknum] NEW TICKET: $titleColumn containing email addresses:NEWTICKETEMAIL
$submitter_fname has opened a ticket. The submission was:Ticket Number: $ticknumFrom: $submitter_fname ($submitter_email)Category: $categoryPriority: $priorityStatus: $statusSeverity: $impactTicket History: $history
Comments:
-
This worked perfect!! Thank you so much. - bvanalstine 8 years ago
Posted by:
grayematter
8 years ago
If you don't want to manage separate lists for each queue, you could use the info at http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket to create your rule. I have the same rule in each of my queues and it automatically selects the queue owners list as the recipients.
