KACE Product Support

Hello:

One of our resolutions for 2021 is to clean up and better use our K1000 Service Desk.  Using some tips found here on ITNinja, I've created an OTS rule that emails the submitter when a technician creates a new ticket from the SMA GUI.  It works correctly, passing selected fields to the user via email, confirming their issue has been reported and a ticket created.  That Select SQL syntax is below.

As we continue to refine our processes, a new use case has been identified.  Some issues -- especially walk-up customer concerns -- are solved in under 5 minutes, with no follow-up required.  For completeness, we still want to log these as tickets, and we'd still like the customer to get a ticket closed confirmation (to eventually include a satisfaction survey).  However, we *don't* need these customers to also get a "ticket opened" email.  Because the ticket is opened, resolved, and closed in quick succession, there is no need for the end user to get two emails within a 5 minute span.  In this case, we don't need to tell them their ticket was opened -- they already know that.

So.  How can I  modify the syntax below to send emails OTS for all new tickets, EXCEPT those where the status is "Closed"?  (Alternately, it could instead be modified to send on all tickets where the status = "New" -- our workflow could accommodate either solution.)  I obviously need something in the "WHERE" section, but I can't quite figure out the correct structure or fields.

Thanks!!

 SELECT

      -- ticket fields

      HD_TICKET.ID, -- $id

      HD_TICKET.ID AS TICKNUM, -- $ticknum

      HD_TICKET.TITLE, -- $title

      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created

      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified

      -- change fields

      C.COMMENT, -- $comment

      C.DESCRIPTION, -- $description

      GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',

       H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://kbox-2020.comm.virginia.edu/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')

       ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history

      -- about the updater

      UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname

      UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname

      UPDATER.EMAIL AS UPDATER_EMAIL,     -- $updater_email

      IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional

      -- about the owner

      OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname

      OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname

      OWNER.EMAIL AS OWNER_EMAIL,     -- $owner_email

      IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user

      -- about the submitter

      SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname

      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname

      SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email

      -- about priority

      P.NAME AS PRIORITY, -- $priority

      -- about status

      /* S.NAME AS STATUS,   -- $status */

      -- about impact

      I.NAME AS IMPACT,   -- $impact

      -- about category

      CAT.NAME AS CATEGORY, -- $category

      -- other fields

      -- -- example of static distribution list

      'helpdesk@mycompany.com' AS NEWTICKETEMAIL -- $newticketemail

    FROM HD_TICKET

     /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID

                            AND C.ID=<CHANGE_ID>

     /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID

     /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID

     /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID

     /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID

     /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID

     /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID

     /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID

    WHERE

     C.DESCRIPTION LIKE '%CREATED%'

      /* this is necessary when using group by functions */

GROUP BY HD_TICKET.ID

    HAVING 1=1