/build/static/layout/Breadcrumb_cap_w.png

K1000 Service Center custom ticket rule to add KB link in body of email to submitter

Hi,

I need assistance in creating a custom ticket rule. When the ticket submitter selects a specific Category, I'd like to add a link to a KB Article in the body of the email that is sent to the submitter when the ticket is created.

Thank you for your assistance!


0 Comments   [ + ] Show comments

Answers (2)

Posted by: chucksteel 11 years ago
Red Belt
0

This should be possible. Do you want to have different KB articles based on different categories, or just one category that will have an automated answer? The issue becomes scaling the solution if you have multiple categories.


Comments:
  • Hi chucksteel,

    Yes, however, I have a limited number of Categories that I would actually need to run the rule for, probably only 3 or 4. Thanks again for your help. - kimimtt 11 years ago
Posted by: chucksteel 11 years ago
Red Belt
0

You need to add a statement similar to the following as part of the select statements:

case
when HD_CATEGORY.NAME = "Configuration" then 1
when HD_CATEGORY.NAME = "Permissions" then 2
end as KBID,

In this example if the category is Configuration the matching knowledge base article ID is 1, Permissions is 2, etc. You need to adjust these to the categories you have and the relevant knowledge base article IDs.

Then, in your email message to the user you can provide the link as:

https://k1000address/userui/advisory_detail.php?ID=$kbid

 

 

 

 


Comments:
  • I will give it a try, thank you very much! - kimimtt 11 years ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ