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Alert Queue when ticket is moved between queues.

My users are still getting use to KACE and often submit tickets to the wrong queue. When this happens owners from a team will move tickets to the appropriate queue. Unfortunately there is no email sent to the owners of the queue where the ticket was moved to alerting them of this fact. To fix this I have created a ticket rule that will email the owners in the new queue (by using the secondary email address of the queue) whenever a ticket is moved to their queue. 

Select SQL:

select distinct(HD_TICKET.ID), U.EMAIL as EMAIL from HD_TICKET
left join HD_TICKET_CHANGE TC on TC.HD_TICKET_ID = HD_TICKET.ID
left join HD_TICKET_CHANGE_FIELD CF on CF.HD_TICKET_CHANGE_ID = TC.ID
left join USER U on U.ID = HD_TICKET.SUBMITTER_ID
where CF.AFTER_VALUE = 'Opened'
and CF.FIELD_CHANGED = 'STATUS_NAME'
and TC.TIMESTAMP > subdate(NOW(), INTERVAL 10 SECOND)
and HD_TICKET.HD_QUEUE_ID = 1

Email each recipient in query results:
Subject: (TICK: $id) was moved
Column containing email addresses: EMAIL
Subject: 
The Ticket with ID: $id was moved to the Trouble Ticket team. Please review and address.

http://KBOXAddress/adminui/ticket.php?ID=$id


Comments

  • Just wondering if you set this to run every 15 mins or is set to run on Save - LouieO 5 years ago
    • OnTicketSave - h2opolo25 5 years ago
      • does this still work for you? - sam240 3 years ago
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