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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!!


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Answers (2)

Posted by: KevinG 12 months ago
8th Degree Black Belt
0

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

https://support.quest.com/kace-systems-management-appliance/kb/313481/kace-resources-training-and-professional-services




Posted by: Hobbsy 12 months ago
Red Belt
0

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

 
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