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Best Practices Question


Email Alerts for Unassigned Tickets

05/06/2020 144 views

Hello,

Is there a way I can create a custom alert that will email the helpdesk ticket owners if an unassigned ticket has a comment added to it? I was thinking there would be a way to edit the new ticket alert some how but I'm not familiar with it enough to know exactly what I'm going. Thanks in advance for the help. Here is the new ticket alert we use:


select
  HD_TICKET.ID,
  HD_TICKET.ID ticket_number,                -- $ticket_number
  HD_TICKET.TITLE ticket_title,              -- $ticket_title
  SUBMITTER.FULL_NAME ticket_submitter_name, -- $ticket_submitter_name
  SUBMITTER.EMAIL ticket_submitter_email,    -- $ticket_submitter_email
  CAT.NAME ticket_category,                  -- $ticket_category
  IMPACT.NAME ticket_impact,                 -- $ticket_impact
  PRIORITY.NAME ticket_priority,             -- $ticket_priority
  STATUS.NAME ticket_status,                 -- $ticket_status
  C.COMMENT,                                           -- $comment
  group_concat(OWNERS.EMAIL) as EMAILCOLUMN
from
  HD_TICKET
  join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID
    and  C.ID = <CHANGE_ID>
  left join USER SUBMITTER on HD_TICKET.SUBMITTER_ID = SUBMITTER.ID
  left join HD_CATEGORY CAT on HD_TICKET.HD_CATEGORY_ID = CAT.ID
  left join HD_IMPACT IMPACT on HD_TICKET.HD_IMPACT_ID = IMPACT.ID
  left join HD_PRIORITY PRIORITY on HD_TICKET.HD_PRIORITY_ID = PRIORITY.ID
  left join HD_STATUS STATUS on HD_TICKET.HD_STATUS_ID = STATUS.ID
  join HD_QUEUE_OWNER_LABEL_JT HDQOLJT on HD_TICKET.HD_QUEUE_ID = HDQOLJT.HD_QUEUE_ID
  join USER_LABEL_JT ULJT on HDQOLJT.LABEL_ID = ULJT.LABEL_ID
  join USER OWNERS on ULJT.USER_ID = OWNERS.ID
where
  C.DESCRIPTION like '%Ticket Created%'

Answer Summary:
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Answer Chosen by the Author

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Change this line:

C.DESCRIPTION like '%Ticket Created%'

to this:

C.DESCRIPTION not like '%Ticket Created%'




Answered 05/07/2020 by: chucksteel
Red Belt

  • Thank you. What would I change to make it so it only alerts us if the owner is unassigned (null).
    • Add:
      and HD_TICKET.OWNER_ID = 0
  • That worked like a charm. Can't believe it was as simple as changing one line.

    Thank you so much!
 
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