KACE Product Support

Hey guys, I'm following the KACE FAQ of 613 and can't get it working. My email alerts for other things are working so exchange is setup correctly. Below is my code. I read on the forum to try putting quote around COLUMID but that didn't do anything. I did copy the code in this forum post in a new rule and it works but then I couldn't customize the body of the email how I wanted because I think It left out things to declare like $Status $priority, http://www.itninja.com/question/send-email-notification-on-new-tickets

I've read so many posts and i just can't see where I'm going wrong? I just want to trigger a email to our helpdesk when a new web ticket is submitted. Thanks in advance

SELECT
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
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/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
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
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
SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email
P.NAME AS PRIORITY, -- $priority
S.NAME AS STATUS,   -- $status
I.NAME AS IMPACT,   -- $impact
CAT.NAME AS CATEGORY, -- $category
'company@emailaddress.com' AS NEWTICKETEMAIL -- $newticketemail
FROM HD_TICKET
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
AND C.ID=<CHANGE_ID>
JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
WHERE
C.DESCRIPTION LIKE 'TICKET CREATED%'
GROUP BY HD_TICKET.ID
HAVING 1=1