Rule to send submitter an email when a comment is added ("owners only" box is unchecked)
I originally was using the "Email on Events - Comments" options (which worked), but when I started making custom rules, it did not work as expected. On my custom rule I checked the "Append comment to service request" and the "Owners Only" box. I expected the comments to be updated in the service request and because the "Owners Only" box was checked, it would not send out an email to the submitter, but it did. So apparently the "Email on Events - Comments" does not take the "Owners Only" box into consideration when adding custom rules. I read on another string that the out of the box "Email on Events Comments" should be turned off and another custom rule should be made for comment but, the SQL was not provided. Does anyone have custom rule to email the submitter when a comment is added, only when the "Owners Only" box is unchecked?
2 Comments
[ + ] Show comments
Answers (1)
Please log in to answer
Posted by:
svmay
8 years ago
Here is my custom ticket rule for that, hope it can help you:
sql-select:
[x] send an email to..
subject: column with mail adress:
mail:
sql-select:
| select HD_TICKET.ID, HD_TICKET.ID as TICKNUM, HD_TICKET.TITLE, U1.USER_NAME as OWNER_NAME, U3.USER_NAME as LASTINPUTNAME, DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED, DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED, HD_STATUS.NAME AS STATUS_NAME, HD_STATUS.ORDINAL as STATUS_ORDINAL, STATE, U1.FULL_NAME as OWNER_FULLNAME, U1.EMAIL as OWNER_EMAIL, U2.USER_NAME as SUBMITTER_NAME, U2.FULL_NAME as SUBMITTER_FULLNAME, U2.EMAIL as SUBMITTER_EMAIL, U3.EMAIL as UPDATEREMAIL, U3.FULL_NAME as UPDATERNAME, UNIX_TIMESTAMP(TICKETCHANGE.TIMESTAMP), TICKETCHANGE.COMMENT as COMMENT, TICKETINITIAL.COMMENT as INITIAL_COMMENT, TICKETCHANGE.DESCRIPTION as CHANGE_DESCRIPTION, HD_CATEGORY.CC_LIST AS CATEGORYCC, HD_CATEGORY.NAME AS CATEGORY_NAME, U2.LOCATION AS SUBMITTER_LOCATION, U2.WORK_PHONE AS SUBMITTER_WORK_PHONE, HD_PRIORITY.NAME AS TICKET_PRIORITY, HD_QUEUE.NAME AS QUEUE_NAME from ( HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY) JOIN HD_TICKET_CHANGE TICKETCHANGE ON TICKETCHANGE.HD_TICKET_ID = HD_TICKET.ID and TICKETCHANGE.ID=<CHANGE_ID> JOIN HD_TICKET_CHANGE TICKETINITIAL ON TICKETINITIAL.HD_TICKET_ID = HD_TICKET.ID and TICKETINITIAL.ID=(select MIN(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID) 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 = TICKETCHANGE.USER_ID left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_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 TICKETCHANGE.COMMENT != '' and TICKETCHANGE.DESCRIPTION not like "Changed ticket Machine from%" and TICKETCHANGE.DESCRIPTION not like "%Ticket Created%" and U3.FULL_NAME not like (U2.FULL_NAME) and TICKETCHANGE.OWNERS_ONLY = 0 and HD_TICKET.HD_QUEUE_ID = 10 and HD_STATUS.NAME != 'Closed' |
subject: column with mail adress:
| [TICKET-ID:$id] new comment. | SUBMITTER_EMAIL |
| Your email text. |
Comments:
-
Disregard my previous distress email. The issue was found. Just in case anyone else needs the codes:
select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
U1.USER_NAME as OWNER_NAME,
U3.USER_NAME as LASTINPUTNAME,
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
STATE,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
U3.EMAIL as UPDATEREMAIL,
U3.FULL_NAME as UPDATERNAME,
UNIX_TIMESTAMP(TICKETCHANGE.TIMESTAMP),
TICKETCHANGE.COMMENT as LAST_COMMENT,
TICKETINITIAL.COMMENT as INITIAL_COMMENT,
TICKETCHANGE.DESCRIPTION as CHANGE_DESCRIPTION,
HD_CATEGORY.CC_LIST AS CATEGORYCC,
HD_CATEGORY.NAME AS CATEGORY_NAME,
U2.LOCATION AS SUBMITTER_LOCATION,
U2.WORK_PHONE AS SUBMITTER_WORK_PHONE,
HD_PRIORITY.NAME AS TICKET_PRIORITY,
HD_QUEUE.NAME AS QUEUE_NAME
from ( HD_TICKET,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY)
JOIN HD_TICKET_CHANGE TICKETCHANGE ON TICKETCHANGE.HD_TICKET_ID = HD_TICKET.ID
and TICKETCHANGE.ID=(select MAX(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
JOIN HD_TICKET_CHANGE TICKETINITIAL ON TICKETINITIAL.HD_TICKET_ID = HD_TICKET.ID
and TICKETINITIAL.ID=(select MIN(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)
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 = TICKETCHANGE.USER_ID
left join HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_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
TICKETCHANGE.COMMENT != '' and
TICKETCHANGE.OWNERS_ONLY = 0 and
HD_STATUS.NAME != 'Closed' - splinter 7 years ago
I have a rule that send an email to the submitter only when the 'owner only' box is unchecked and the comment is not from the submitter. - svmay 8 years ago