Update Category on Ticket Creation Based on Recipient Email
Hi,
I was looking to take the creation of tickets via email another step by also updating the Category based on the mailbox the email was sent to. I know we can create an email address that auto creates a ticket in KACE, for example the email is called CreateSetup@abc.com and when an individual sends an email to this email address to auto-create a ticket as well as update the category to "Setup". The queue currently being used for other categories as well; therefore the rule to only update the category when it was sent to CreateSetup@abc.com only.
I was hoping to update via recipient but I know you can do this with @category in the body of the email. Any guidance and/or suggestions would be great. Thank you in advance!
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A sample SQL would be great to get me in the right direction. Thank you!
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select distinct 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,
'notfyme@abc.com' as NEWTICKETEMAIL,
HD_TICKET_CHANGE.COMMENT as COMMENT,
HD_PRIORITY.NAME as PRIORITY,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP)
from ( HD_TICKET,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY,
HD_ATTACHMENT)
JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
and HD_TICKET_CHANGE.ID=<CHANGE_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 = HD_TICKET_CHANGE.USER_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
HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%'
-------------------------------------------------------------------------------------------------------------- - kaneda0149 10 years ago