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 …..
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',
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.. email@example.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