SQL Help for Resolved Ticket Notification Custom Rule
Hello,
We have built a custom rule that when an IT tech sets the status to "Resolved" that it will email the submitter with a notification of auto close in 72 hours and instructions.
I am not a SQL guy so I am not sure what I am missing. I can use $title in the email subject and and body and it chooses the ticket title but I cannot get the ticket number to populate.
Below is the output of the SQL from the wizard:
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(M1.ID is null, 'z', concat('a', M1.NAME)) as sort_MACHINE_NAME,
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 (( HD_STATUS.NAME = 'Resolved') and HD_TICKET.HD_QUEUE_ID = 1 )
Thanks in advance,
Mark
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Answers (1)
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Posted by:
JasonEgg
7 years ago
what are you using for the ticket number variable? It should be $id
Comments:
-
Okay, so that gives me the number. In this instance 77. Thank you!
However, I am wanting it to look like the other ticket communication formated as TICK:0077. Any idea how to get that?
The variables seem to differ from time to time for the same things. I am using another one to send new ticket notification to our ticket owners tag and am able to use $ticket_number there. - mdetrick 7 years ago-
Okay after some more digging, I realized the TICK: part is not part of the variable. We haven't deployed yet so the leading zeros will go away as we surpass 100 and 1000 respectively. So I think we are good.
Is there a place to find out how these variables work? Especially for rules created by the wizard? - mdetrick 7 years ago-
The variable name is the column name with $ prepended. So the easiest way to set a variable name is to "alias" a column (invoked with "as"). Example:
SELECT MACHINE.MAC AS mac_addr
FROM MACHINE
you can now use the variable $mac_addr - JasonEgg 7 years ago -
I believe the details are in one of the blue "?" icons in the Custom Ticket Rules SQL creation screen. - JasonEgg 7 years ago
