KACE Product Support Question

Owners v Non-owners email messages

10/06/2010 4538 views
A member of our team has requested the following ticket rules be created. Has anyone done something similar to this? If so, could we use your stuff as a template to work on ours?

Thanks ~ David

When a ticket is updated, Submitter, Owner, and CC get an email. IF we can produce separate email messages for "owners" and non-"owners", please consider:
-Owners message should contain the entire ticket history.
-Non-owners message should only contain the currently-changed info, as it does today.
-Owners message should contain a header with these lines to allow easier responses via email:
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I do think this is possible.

First you will want to modify the emial on events to only send to owners on ticket change.

Next alter the ticket change Notification to include $ticket_history, instead of $change_desc.

The tricky part is sending the email for the submitter and cc owners to only show the change the description.

To accomplish this your going to want to create a select statement that only returns the most recent change to the ticket and joins that information with the non-owners your looking for. Also make sure your also selecting non-owners email.

To tie everything together your going to want to enable the "send an email for each result row". This will allow you to send the email and the comments to the people you selected.
Answered 10/15/2010 by: dchristian
Red Belt

How is everyone else handling the owners only check box and contacting clients using the ticketing system?

There should be a separate place in the tickets for internal and external comments. We have the same thing we put technical info into our tickets, we put IP addresses etc. and you don't want that going to your client. I recently spoke with a support technician and was told that we just need to train our techs to be professional. It has nothing to do with being professional it has to do with you want to keep a paper trail and be able to use the ticket as a communication tool not only external to the client but also internal between techs. The email incident at the top of the ticket instead of using the hidden Kbox email it uses the technicians personal outlook account; so once our clients get hold of that email address they no longer open tickets or call the Help Desk they email the technicians directly. Our clients were upset that in our old ticketing system we didn't update them on certain items and with Kace we thought we had that ability and have been telling clients this but since it all is hinged on a check box we are not able to use this feature. Very disappointed in how this is configured and also disappointed that the resolution was train your technicians to be more professional.
Answered 08/27/2011 by: scarpent
5th Degree Black Belt

You can definitely send different emails to different stakeholders of the ticket but you have to use rules to accomplish this and turn off the email on events.

You would have one rule for sending emails to owners and another for submitters (and optionally cc list)

In the rules that target submitters you want to examine:
  • only changes that do not have owners only set (ie. HD_TICKET_CHANGE.OWNERS_ONLY=0)
  • Any relevant ticket fields that the user has permissions to "read"
  • optionally changes that are made by users that are not also the submitter

In the rules that target owners you want to examine:
  • All changes
  • Any relevant ticket fields
  • optionally changes that are made by the users that are not also this owner

You can get the entire ticket history in a rule. You would use a subquery to like this within your select query's joins. This particular history is all changes so it's likely only appropriate for ticket owners. For submitters it could be modified.
CONCAT('----- Change by ', USER.EMAIL,' at ',TIMESTAMP,' -----\n',
DESCRIPTION,'\n',OWNERS_ONLY_DESCRIPTION,'\n',COMMENT,'\n\nPlease see your ticket at http://yourkbox/userui/ticket.php?ID=',HD_TICKET_ID,'\n') ORDER BY HD_TICKET_CHANGE.ID DESC SEPARATOR '\n') TICK_NOTES
Answered 09/04/2011 by: GillySpy
7th Degree Black Belt

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