/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


KACE K1000 SMA Email Customization Rule Exclusion

03/26/2020 337 views

I have a couple customized email rules that work pretty well to help send emails to specific email groups based on a custom field (location for us).  If the tickets come from our Northern offices, they go to our northern techs, and our southern offices go to our southern techs.  Works well so far.


Problem I have is that tickets coming in via email have no location field entry, it's blank.  We are getting no email notifications about the emailed in tickets.  So I created a rule that I THOUGHT would work to say if the location field is blank, send a ticket to all techs.  But now, for tickets entered via the portal (where the location field is required), we get two emails.  So the new rule isn't working as intended.  Here's what that portion of the new rule looked like:


  WHERE

     C.DESCRIPTION LIKE '%CREATED%'

and (HD_TICKET.CUSTOM_FIELD_VALUE0 LIKE '')


So, it's really just picking up anything in that custom field, whether it's blank or filled in, right? 

Now, I'm trying to fix the new rule to say if the location field does NOT equal one of our main locations, create an email notification:


  WHERE

     C.DESCRIPTION LIKE '%CREATED%'

and (((((((HD_TICKET.CUSTOM_FIELD_VALUE0 != 'New Orleans') OR HD_TICKET.CUSTOM_FIELD_VALUE0 != 'Houston') OR HD_TICKET.CUSTOM_FIELD_VALUE0 != 'Chicago') OR HD_TICKET.CUSTOM_FIELD_VALUE0 != 'New York') OR HD_TICKET.CUSTOM_FIELD_VALUE0 != 'Memphis') OR HD_TICKET.CUSTOM_FIELD_VALUE0 != 'GMG') OR HD_TICKET.CUSTOM_FIELD_VALUE0 != 'GHG')


This is not working either.  What am I doing wrong?  Is there a much easier way to do this?  End goal is to get email notification for tickets generated via email to go to all help desk techs.  That's it.

Further note that the Notify on Email Creation feature does not work for us, because that will go to our full list of IS department who are eligible to receive tickets, and not just our help desk techs.  Unfortunate, that would be a very nice simple solution.


Extra Side Note that we used to get these emails before upgrading to 10.0, and now we do not.  I cannot upgrade to 10.1 right now, but will as soon as able.  Not sure how that was working before, honestly, seems like it shouldn't have been working.

0 Comments   [ + ] Show comments

Comments


Be the first to answer this question

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ