SQL Query Broken in v13

We have long used Custom Ticket Rules to create regularly scheduled tickets. The setup for this is based upon this article: https://www.itninja.com/blog/view/scheduling-ticket-creation. This recommended sql query, for pulling the email address used to submit tickets, is no longer working:

"servicedesk" as EMAILCOLUMN

It seems as though directly referencing the email address of a queue is no longer supported. Instead of returning the email address for the queue, it simply returns the word, "servicedesk". Honestly, I'm not sure how this query ever worked; I'm guessing there was some sort of hard-coded variable system that returned the right value?

I've implemented the following query as a workaround:

WHERE Name = "Help Desk"

I'd prefer to use the original method, though, as it is easier to incorporate into more advanced queries, since it doesn't require pulling data from a table (and thus having to join tables).

Anyone have any guesses as to what has changed? Any ideas for a better way to pull the email address for a queue?

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Answers (2)

Posted by: fmello 2 months ago
Posted by: TheNinja 2 months ago
Senior White Belt

I reviewed the schema changes, and didn't see anything that would apply in this instance.

After some more digging, I now believe this isn't an SQL issue at all, but an email routing issue. Before, if you tried to send to "servicedesk", as in this example, it would just tack on the email domain (part after the @) and send it through. It's not adding the domain anymore, so you have to specify the entire email address.

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