KACE Product Support

Thanks!

select HD_TICKET.*,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
STATE,
if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,
if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED,
if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED,
if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED,
if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,
if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED,
if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,
if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,
case upper(STATE)
when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED)
when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED)
else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,
if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,
if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,
if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,
if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
Q.NAME as QUEUE_NAME
from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
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 = HD_TICKET.APPROVER_ID
LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID
LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_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 (( (1 in (select 1 from USER where HD_TICKET.SUBMITTER_ID = USER.ID and USER.USER_NAME = 'parity@xxx.com')) ) and HD_TICKET.HD_QUEUE_ID = 9 ) - svierneisel 10 years ago

So it looks like U2 is the submitter (the join statement LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID is where this comes from). Based on that you would need to exclude any tickets where U2.EMAIL = automated@xxx.com or whatever the email address these tickets are coming from. I would replace this:
and (( (1 in (select 1 from USER where HD_TICKET.SUBMITTER_ID = USER.ID and USER.USER_NAME = 'parity@xxx.com')) ) and HD_TICKET.HD_QUEUE_ID = 9 )

with this:
and U2.USER_NAME = 'parity@xxx.com'
and HD_TICKET.HD_QUEUE_ID = 9
and U2.EMAIL != 'automated@xxx.com'

Note that I'm not sure why this rule only applies to tickets where the user_name is parity@xxx.com but that is what is listed in the rule. - chucksteel 10 years ago

Thanks for your Help! I have made the changes and will be able to see if it is working Monday morning. - svierneisel 10 years ago

Chuck, new tickets from this parity@xxx.com (I am using xxx to hide my company email address) are still trying to send emails to this address. Maybe my SQL below is not correct. I guess the simple question would be, What would the SQL be to stop Service Desk emails to be sent to specific users/email address? My SQL below was the start of my adding a new ticket rule with the "Submitter User Name" as the starting point in a new Rule and then just pasted the SQL below. I hope this makes more sense. - svierneisel 10 years ago

I might have misunderstood earlier. After:
and HD_CATEGORY.ID = HD_CATEGORY_ID

You should just have:
and HD_TICKET.HD_QUEUE_ID = 9
and U2.EMAIL != 'parity@xxx.com'

Also, to be clear, this should be on the rule that sends emails from the helpdesk to other users. You need to add the and U2.EMAIL != 'parity@xxx.com' statement to any rules that send email from the helpdesk in order to have it not send anything to that email address. - chucksteel 10 years ago

You can only change the content. On the queue configuration page under Email on Events click Customize Emails. - chucksteel 10 years ago