I need to learn MySQL :-( On Ticket save if Priority is HIGH, i need to send an email to an emailgroup
I found examples here, but not exactly what im looking for.
I've got the email on ticket create and how to do it for a select word in the title, but cant figure out Priority …..
ThankS!!
Answers (2)
If you want the priory name you can join to the priority table to your SQL.
Here is a working example of a very basic query that is using a join to pull in data from other service desk tables.
Select HD_TICKET.ID as 'Ticket Number',
HD_TICKET.TITLE,
HD_IMPACT.NAME,
HD_PRIORITY.NAME,
HD_CATEGORY.NAME,
HD_STATUS.NAME
from HD_TICKET
join HD_IMPACT on HD_IMPACT.ID = HD_TICKET.HD_IMPACT_ID
join HD_PRIORITY on HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID
join HD_CATEGORY on HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
join HD_STATUS on HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
where HD_TICKET.ID = 1;
Ticket rules are very powerful and should be used with caution.
You should have a complete backup off loaded from your appliance before running any ticket rule and if possible you should test your ticket rule on a development SMA.
A simple mistake could corrupt your ticket DB.
We have a fee based professional services group that you can email for a quote on ticket rules, reports.. remoteconfig@quest.com
It looks to me like you just need to understand the KACE database a bit better as that will also help. For example, if you know what priority ID that your high priority is, you can fire the ticket rule based on a single number, in a field, in the HD_TICKET table, rather than having to work out over complicated table joins ;o)
We also provide training and consultancy......just get in touch
