KACE Product Support

If the only objective is to send Ticket Creation and other Emails to Ticket Submitter then it can easily achieved by selecting "New incident via Email "check box and other appropriate check boxes under " Email on events" in the Queue configuration page.

Thanks Afzal, alas I want to add more data to the email than what is available in the standard email temples.

I can successfully send an email and data when I choose "Send query results to someone".

The option "Send an email for each result row" is not sending an email, even if I hard-code an email address.

OK, I think I understand the problem with my "Send an email for each result row" option.

#1 The "help" says that: "This rule assumes that the Select Query will return a column that will contain an email address, and that you want to send a mail to that address." Actually, it seems to require the email in the query as I am unable to hard-code an email address in the Email Column field. (I did try the trick of aliasing a hard-coded email address and that worked fine).

#2 The aliased field names in the kb articles use names such as OWNER_EMAIL, SUBMITTER_EMAIL, and CC_LIST. Now, when I use these fields and send the results of a query using a ticket rule, a column name such as OWNER_EMAIL is parsed and is displayed in the email to the recipient nicely as "Owner Email". I'm assuming the same parsing is happening to my aliased field name in the "Send an email for each result row" option. With OWNER_EMAIL, no email is sent. However, when that is changed to OWNEREMAIL, the email goes out.

Is there some undocumented magic going on with underscores in aliased field names? Is there an installation or other reason why this is happening or is this common knowledge that I have been unable to find thus far?

I admit that I really enjoy working with the product given its power and flexibility - but have found several hiccups such as this that are truly frustrating.

Cheers,
- Allen

It is good to hear that you have figured it out. let me know if you need any other information i have created couple of other Ticket rules and was using this type of rule to send the Email to Sumitter if he is trying to reopen the Ticket after 72 hours or closer.

Have a nice Day.

The email for each row is addressed a column from the query . If the column (or it's alias instead if it has one)is OWNER_EMAIL then use that, if it's OWNEREMAIL then use that.

If you want to harcode an address then you have to do it in your query and send to that.

e.g.

select ID, 'support@kace.com' SUPPORT from HD_TICKET WHERE 1=1

email column: SUPPORT