Help with a custom rule?
09/16/2016 876 views
Hi! I was tasked with creating a custom rule but I really don't know SQL. I've gotten my rule mostly working but after it sends me a notification through email it will periodically send me false notifications with no information in them. Any help or guidance would be appreciated.
What I'm trying to is create a rule so that when a specific field is flipped to "Yes" and the ticket is not closed it will notify a specific email address. It sends the correct notification when the field is set to "Yes" but at random intervals it will send me false notifications with no information in them.
Here is my SQL: (I apologize if the formatting is bad)
-- ticket fields
HD_TICKET.ID, -- $id
HD_TICKET.ID AS TICKNUM, -- $ticknum
HD_TICKET.TITLE, -- $title
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
-- change fields
C.COMMENT, -- $comment
C.DESCRIPTION, -- $description
GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at https://kace.company.com/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
-- about the updater
UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
-- about the owner
OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
-- about the submitter
SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
-- about priority
P.NAME AS PRIORITY, -- $priority
-- about status
S.NAME AS STATUS, -- $status
-- about impact
I.NAME AS IMPACT, -- $impact
-- about category
CAT.NAME AS CATEGORY, -- $category
-- other fields
-- -- example of static distribution list
'email@example.com' AS NEWTICKETEMAIL -- $newticketemail
/* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID AND C.ID=
/* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
/* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
/* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
/* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
/* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
/* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
/* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
/* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
HD_TICKET.CUSTOM_FIELD_VALUE17 = 'Yes' AND S.NAME <> 'Closed' AND HD_TICKET.HD_QUEUE_ID = 1
Answer Chosen by the Author
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Right now this rule will match any ticket with your custom field = Yes and the status isn't closed, so any time a ticket is saved with those criteria the rule will run. To only trigger the rule when the custom field is changed you need to be more specific.
First you need to add a join statement to the HD_TICKET_CHANGE_FIELD table that will note changes in CUSTOM_FIELD_VALUE17:
JOIN HD__TICKET_CHANGE_FIELD CF on CF.HD_TICKET_CHANGE_ID = <CHANGE_ID> and FIELD_CHANGED = 'CUSTOM_FIELD_VALUE17'
Note that the CHANGE_ID inside the angle brackets is a variable that the K1000 will replace with the ID of the change when the ticket was saved. Add this line to the select statement where the other join statements are located (after FROM HD_TICKET and before WHERE).
Once you have that join in place you can select tickets that have just had the value changed. Remove this:
HD_TICKET.CUSTOM_FIELD_VALUE17 = 'Yes'
and replace it with this:
CF.AFTER_VALUE = 'Yes'
The rule should now only match tickets when the value of your custom field has changed to Yes. Be sure to have the rule set to run on ticket save and you should be all set.
Answered 09/16/2016 by: chucksteel