Notifications for status change and closure
Hello,
We are currently in the process of migrating to KACE Service Desk; I am trying to find the simplist way to cover some notifications. I will clear the air by saying I am a novice with SQL and am taking note of the complexities of KACE.
What we need:
We have four queues configured currently. One queue's team in particular is asking to have all five of the team members be notified upon ticket closure and any other changes made to the ticket including status changes and comments. I realize that there are settings within KACE to have the submitter and owner automatically notified - I am not sure how to include mulitple email address though.
I'd like to know the most efficiant and cleanest way to configure these. Would it be writing a custom ticket rule? If so, are there any examples? I have been searching around on ITNINJA and haven't found exactly what I am looking for yet.
Thank you for your time and help on this.
Answers (1)
If the Email on Events queue settings aren't doing exactly what you need, I have a number of ticket rules documented in these blogs that you could tweak to suit your needs.
http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned
http://www.itninja.com/blog/view/k1000-service-desk-equipment-request-queue-config-custom-ticket-rules
http://www.itninja.com/blog/view/k1000-service-desk-time-tracking-queue-config-custom-ticket-rules-sql-reports
Also, if you need some pointers in getting started with SQL, try this one:
http://www.itninja.com/blog/view/primer-for-writing-select-statement-queries-on-the-k1000-w-custom-sql-report-example
Hope that helps!
John
Comments:
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Thank you jverbosk! Awesome information. I appreciate it. - RedStriped 12 years ago
