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Kace Service Desk Submitter notification

Setting up Kace Service Desk and have a queue created. got notifications to queue owners to work. the submitter gets notification on owner change . the submitter does not get email notification when submitting the ticket via the portal. the option is checked off. Version: 11.1.263


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Answers (2)

Posted by: Hobbsy 1 month ago
Red Belt
0

That may be because the logic is, if the end user has logged the ticket via the end user portal, they should know that they have done it and not actually need an email alert?


Comments:
  • i would agree with the logic, but if there is a check box that says Submitter is to get notification when "New Ticket Via Portal" is checked off then they should. If that is not the case, why have the checkbox even there - jjayko 1 month ago
Posted by: barchetta 1 month ago
Blue Belt
0

"i would agree with the logic, but if there is a check box that says Submitter is to get notification when "New Ticket Via Portal" is checked off then they should. If that is not the case, why have the checkbox even there"


Yeah well, agreed,.  but that appears to be the way it is. I just received a report that this occurs in our 11.2 k1000.  Maybe 12.0..  Sometimes there are trinkets that arent reported in release notes.    At least 12. fixes the dreaded all queues search.. dear lord that took a long time.


Comments:
  • Does anyone have settings or SQL statement to create a custom rule to notify submitted when ticket is created. - jjayko 1 month ago
    • Do you mean when submitted in the portal to over-ride the fact that kace sma wont send because it assumes the user knows? If so.. I cobbled this from one of ours... NO GUARANTEE:

      SELECT

      -- 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 http://yourURL/adminui/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
      $submitter_email AS NEWTICKETEMAIL -- $newticketemail
      FROM HD_TICKET
      /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
      AND C.ID=<CHANGE_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

      WHERE
      C.DESCRIPTION LIKE '%CREATED%'
      /* this is necessary when using group by functions */
      GROUP BY HD_TICKET.ID
      HAVING 1=1

      EDIT: Not sure if $ before submitter_email when assigning to newticketemail.

      EDIT EDIT: Keep in mind, youd need tgo disable the new ticket email check box or your users will be on your doorstep asking why they get two emails. :) All the variables should be here to create your email.... enjoy. - barchetta 1 month ago

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