[OQL] [UserRequest] Ticket re-assigned to Agent

[David Eckel]

Hello,

we want to notify Agents and Caller that the ticket is assigned to an agent.

But if we reassign the ticket from "pending or assigned" status, itop should not send a notification to the Caller.

To Do this i created an OQL Query:

SELECT Person AS p JOIN UserRequest AS u ON u.caller_id=p.id
WHERE
u.id=:this->id
AND p.notify='yes'
AND p.email NOT LIKE '%noreply%'
AND u.status != "pending"
AND u.status != "assigned"

On testing the query, everything is working . But when iTop send a notification by trigger the object : Status -> assigned
no recipient is selected.

Has anybody a idea?

[Khalil Charf]

Hi

Please test this :

SELECT Person AS p JOIN UserRequest AS u ON u.caller_id=p.id
WHERE
u.id=:this->id
AND p.notify='yes'
AND p.email NOT LIKE '%noreply%'
AND u.status NOT IN ("pending", "assigned")

Best Regards