In KACE, is there a field that identifies a Process, similar to the Queue ID field (HD_TICKET.HD_QUEUE_ID )?
I would like to write a ticket rule that changes the value of a custom field, based on which process the ticket belongs to. This is necessary because whenever a regular ticket is converted into a process ticket, fields in the original/parent ticket are not changed to the defaults defined in the process.
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Posted by:
chucksteel
7 years ago
Here is the route from a ticket ID to a process ID (processes are termed service in the tables, I have no idea why):
HD_TICKET.SERVICE_TICKET_ID = HD_SERVICE_TICKET.IDHD_SERVICE_TICKET.HD_SERVICE_ID = HD_SERVICE.ID
Posted by:
chucksteel
7 years ago
Top Answer
This will return the ticket IDs for tickets that:
Are in a process
Are a parent (or more technically don't have a parent)
Have a custom field 22 (CUSTOM_FIELD_VALUE21 in the table) value equal to N/A
SELECT HD_TICKET.ID FROM HD_TICKET
JOIN HD_SERVICE_TICKET on HD_SERVICE_TICKET.ID = HD_TICKET.SERVICE_TICKET_ID
JOIN HD_SERVICE on HD_SERVICE.ID = HD_SERVICE_TICKET.HD_SERVICE_ID
WHERE HD_TICKET.SERVICE_TICKET_ID != 0
and HD_TICKET.PARENT_ID = 0
and HD_TICKET.CUSTOM_FIELD_VALUE21 = 'N/A'
Comments:
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Thanks! - NancyC 7 years ago
Hopefully this is not extremely complicated... - NancyC 7 years ago