send out daily email reminders of tickets assigned to owners
I am looking for a way for KACE to kick out daily emails to each owner listing out the tickets assigned to them. Is there a canned SQL custom ticket rule that someone has already created for this? - Mo
0 Comments
[ + ] Show comments
Answers (2)
Please log in to answer
Posted by:
chucksteel
7 years ago
Start here: http://www.itninja.com/question/service-desk-ticket-rule-reminder-for-open-tickets-need-attention
If this doesn't work, please post the select statement for your rule and we can try to help debug.
Comments:
-
Chuck, i ended up doing it as a report using the SQL statement below, but would have preferred a custom ticket rule. (still playing around) - Mo
SELECT
HD_TICKET.CREATED,
HD_PRIORITY.NAME AS PRIORITY,
HD_TICKET.TITLE,
HD_CATEGORY.NAME AS CATEGORY,
HD_STATUS.NAME AS STATUS_NAME,
S.FULL_NAME AS SUBMITTER_NAME,
Q.NAME AS QUEUE_NAME,
O.FULL_NAME AS OWNER_NAME,
HD_TICKET.DUE_DATE,
HD_TICKET.MODIFIED,
HD_TICKET.ID as TOPIC_ID ,
CONCAT('TICK: ', HD_TICKET.ID) AS Number
FROM
HD_TICKET JOIN HD_PRIORITY ON (HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID) JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID) JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) LEFT JOIN USER S ON (S.ID = HD_TICKET.SUBMITTER_ID) JOIN HD_QUEUE Q ON Q.ID = HD_TICKET.HD_QUEUE_ID LEFT JOIN USER O ON (O.ID = HD_TICKET.OWNER_ID) LEFT JOIN MACHINE ON (MACHINE.ID = HD_TICKET.MACHINE_ID)
WHERE
(HD_TICKET.HD_QUEUE_ID = '1') AND ((O.FULL_NAME = 'EBS Support')
AND (HD_STATUS.NAME = 'Opened')
OR (HD_STATUS.NAME = 'Need More Info/Pending')) - mmarchese@cookcountytreasurer.com 7 years ago
