Labels in ticket rules
In the wizard I'm surprised to find there is no predefined option for USER LABELS.
Is there a way to write this in the query? I.E. I am going to make a user label for Executives, so I need to write a ticket rule that escalates whenever a labeled EXECUTIVE submits a ticket.
Other ticket rules would be much easier if I could use labels/roles, so this is a very needed thing for me :) Thanks.
Answers (1)
You could start with this for the Select query:
SELECT HD_TICKET.ID, HD_TICKET.TITLE,
USER.USER_NAME AS SUBMITTER, LABEL.NAME
FROM HD_TICKET
JOIN USER ON (USER.ID = HD_TICKET.SUBMITTER_ID)
JOIN USER_LABEL_JT ON (USER_LABEL_JT.USER_ID = USER.ID)
JOIN LABEL ON (LABEL.ID = LABEL_ID)
WHERE LABEL.NAME = 'EXECUTIVE'
And if you're new to SQL queries, this may help:
http://www.itninja.com/blog/view/primer-for-writing-select-statement-queries-on-the-k1000-w-custom-sql-report-example
John
Comments:
-
I'll dig through the primer. Yeah, my SQL ability (literally hours of interaction, yep, that's it) is showing, but just found it odd to not have the label tagging ability built in for newbies like myself.
Thanks for pointing me in the right direction and the SQL tag for labels. - Wildwolfay 11 years ago
