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SD Database Rule generates multiple emails per modification instance

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Cory Chapman
Valued Contributor.

SD Database Rule generates multiple emails per modification instance

Have created a DBase Rule which was designed to notify an Exchange2K3 account(s) of any modifications to critical tickets. The rule works, but to well. It sends out as many as four emails to each Exchg2K3 account for each modification. There are two accounts listed in the rule - the first one pulls from the body of the Service Ticket ([Assignment;To person;E-mail]) and the other points directly to the Exchg2K3 server (name@domain.com). Here is a copy of the rule:

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
When service call is modified
where Priority equals Critical
Critical Ticket Email Update (Send e-mail message) , Send to: [Assignment;To person;E-mail], Subject: CRITICAL TICKET with ID# [ID] HAS BEEN UPDATED, Message: The CRITICAL TICKET with ID# [ID] has been updated.

Service Call Details:
Calle r: [Caller;Name]
Caller Phone Number: [Caller;PhoneNumber]
[Caller;Job title]
Alternate Phone: [Alternate Phone]

Priority: [Priority]
Status: [Status]
Category: [Category]
Caller Organization: [Caller;Organization]
Location: [Caller;Location]
[Caller;Physical Location;Addresses]
Building and Room Number: [Building and Room Number]
Network: [Network]

[Caller;Information]
Ticket Assigned to: [Assignment;To person]
From Workgroup: [Assignment;To workgroup]
Ticket Created by: [Assignment;From person]

Description: [Description]
Information: [Information Shadow Log]

[Solution]

==============================================
This is an automatically generated m essage. Please do not reply to it.
============================================,
Critical Ticket Email Update (Test2) (Send e-mail message) , Send to: name@domain.com, Subject: CRITICAL TICKET with ID# [ID] HAS BEEN UPDATED, Message: The CRITICAL TICKET with ID# [ID] has been updated.

Service Call Details:
Calle r: [Caller;Name]
Caller Phone Number: [Caller;PhoneNumber]
[Caller;Job title]
Alternate Phone: [Alternate Phone]

Priority: [Priority]
Status: [Status]
Category: [Category]
Caller Organization: [Caller;Organization]
Location: [Caller;Location]
[Caller;Physical Location;Addresses]
Building and Room Number: [Building and Room Number]
Network: [Network]

[Caller;Information]
Ticket Assigned to: [Assignment;To person]
From Workgroup: [Assignment;To workgroup]
Ticket Created by: [Assignment;From person]

Description: [Description]
Information: [Information Shadow Log]

[Solution]

==============================================
This is an automatically generated m essage. Please do not reply to it.
============================================
3 REPLIES
Venkatesha_1
Outstanding Contributor.

Re: SD Database Rule generates multiple emails per modification instance

Hi,

In the DB rule conditions, you need to select one or more field for value change.

That is check the option "Evaluate this rule when this field has been changed" for as many need field.

HTH
Venkatesha
George M. Meneg
Acclaimed Contributor.
Solution

Re: SD Database Rule generates multiple emails per modification instance

Hello Cory,

One of the differences between UI rules and DB rules is that DB rules can be triggered on item change without explicitly define a field. In contrast, in UI rules when the trigger is "When item is modified" you must explicitly select what field should be checked for modification.

In your case you should check "Evaluate this rule when this field has been changed" where you check if Priority equals Critical.
menes fhtagn
Cory Chapman
Valued Contributor.

Re: SD Database Rule generates multiple emails per modification instance

Thanks for the quick responses. Both were great, and helped me get some resolve.

When I checked the option "Evaluate this rule ...", I still did not have full functionality - regardless of what mofifications were being made. I had to add another criteria which would negate the rule, and that was: if the "Information" log was empty do not send email notification.

Now, when a tech works on the ticket, adds text or documentation to the "Information" log, a new message (and only one per recipient) is generated.

Thanks again for the help - do appreciate it.