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Scripting Question


Scripting Technician Notification for multiple queues

01/17/2020 233 views

We have a custom script from this site using NEWTICKETEMAIL setting to notify all 'technicians' on our helpdesk of a new ticket.  I created a second queue, noted the difference in queue ID number, email distribution list and set everything else the same.  The email is still not generated.  I think the issue is simple but I am not seeing it.  Any suggestions?

Kace 1000  v9.1.317



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://support.ourdomain.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

'defaultticketowners@ourdomain.com' 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 'TICKET CREATED%'

/* this is necessary when using group by functions */

GROUP BY HD_TICKET.ID

HAVING 1=1


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Answer Chosen by the Author

0

Resolved it by taking it apart and redoing it.

I copied and pasted and re-modified the code for this from my original queue.  Apparently, there was a mistake somewhere in it.  Then was able to see no errors and it logged the sent email.  Followed it to exchange and the distribution list was not set to allow external emails.  smh.... #Facepalm

Functioning properly now.

-Jim

Answered 01/22/2020 by: civilnj
Senior Yellow Belt

All Answers

0

More info.  Run log.


01/20/2020 11:28:16> Starting: 01/20/2020 11:28:16 01/20/2020 11:28:16> Executing Select Query... 01/20/2020 11:28:16> mysqli error: [1064: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near '$submitter_fname has opened a ticket. and (HD_TICKET.ID = 53648)' at line 56] in EXECUTE("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://support.OURDOMAIN.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 'ticketowners@OURDOMAIN.com' AS NEWTICKETEMAIL -- $newticketemail FROM HD_TICKET /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID AND C.ID=289902 /* 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 'TICKET CREATED%' /* this is necessary when using group by functions */ GROUP BY HD_TICKET.ID HAVING 1=1 $submitter_fname has opened a ticket. and (HD_TICKET.ID = 53648) ")

Answered 01/20/2020 by: civilnj
Senior Yellow Belt

 
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