If you are given a kpkg
Chapter 6 of
the documentation shows you how to import resources. Once it is imported it will be in your default queue. From the default queue ticket rule list you can move it to any queue.
If you are given the raw components of a rule (query etc).
Steps
- Browse to http://k1000/adminui/ticket_rule_list.php?QUEUE_ID=1
- If you have multiple queues then use the Right-hand side menu to choose which queue to select
- Choose to "Add Ticket Rule" from the left-hand side menu
- On the first "Define Ticket Rule" screen hit "next" button
- On the second "Define Ticket Rule" screen hit the "done" button
- Fill out the fields that are given to you from tech support as follows in this example:
| Frequency : |
On ticket Save |
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| Query : |
select HD_TICKET.ID ID, 'user@mycompany.com'
as EMAILDESTINATION from HD_TICKET
|
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| Query result by email : |
testadmin@mycompany.com |
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| Comments in Ticket: |
This text will show up as a comment in a ticket
|
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| Send Email for Each Result Row : |
EMAIL COLUMN: EMAILDESTINATION
SUBJECT: Your ticket $id was changed
BODY: Your ticket was changed. Go here to see it http://k1000/ticket?ID=$id |
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| Update Query : |
UPDATE HD_TICKET T
SET STATUS=99
WHERE T.ID IN (<TICKET_IDS>)
|
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