/build/static/layout/Breadcrumb_cap_w.png

KACE Service Desk Rule - change CC to Submitter

I'm looking to implement a rule for a particular submitter in the service desk that will take the CC'ed user from a given ticket, make them the new submitter, and then remove the CC line—I'm not sure how to change the value of one variable to the value of another in a rule.


0 Comments   [ + ] Show comments

Answers (1)

Posted by: Hobbsy 7 months ago
Red Belt
0

Ok so the values held I think the ticket are actually only ID’s and both are in the HD_TICKET table, as a guess SUBMITTER_ID and CC_ID, so all you need to do is to write the ticket rule to copy the cc_Id into the submitter_id field and set the cc_id field to NULL. If that only needs to happen for a specific submitter then add that criteria to the select where statement, i.e. WHERE HD_TICKET.SUBMITTER_ID=x

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ