Parent to Child ticket copy multiselect field data
I have a custom ticket rule running to transfer pretty much all values from a parent ticket to a child ticket, however one of the fiels is a multiselect field. Not sure how to make it transfer those values. Would also like to know if it would be possible to take the user from a manager field and add them to the cc_list field but that is secondary and trivial at this point. The multiselect field is custom_8:
SELECT
PARENT.CUSTOM_FIELD_VALUE0,
HD_TICKET.TITLE,
HD_TICKET.ID
FROM
HD_TICKET PARENT, HD_TICKET
WHERE
PARENT.ID = HD_TICKET.PARENT_ID
AND HD_TICKET.RESOLUTION not like '%Fields Pulled From Parent Ticket%'
UPDATE
HD_TICKET PARENT,
HD_TICKET
SET
HD_TICKET.TITLE = CONCAT(HD_TICKET.TITLE," ","- ",PARENT.TITLE," -"),
HD_TICKET.CUSTOM_FIELD_VALUE0 = PARENT.CUSTOM_FIELD_VALUE0,
HD_TICKET.CUSTOM_FIELD_VALUE1 = PARENT.CUSTOM_FIELD_VALUE1,
HD_TICKET.CUSTOM_FIELD_VALUE2 = PARENT.CUSTOM_FIELD_VALUE2,
HD_TICKET.CUSTOM_FIELD_VALUE3 = PARENT.CUSTOM_FIELD_VALUE3,
HD_TICKET.CUSTOM_FIELD_VALUE4 = PARENT.CUSTOM_FIELD_VALUE4,
HD_TICKET.CUSTOM_FIELD_VALUE5 = PARENT.CUSTOM_FIELD_VALUE5,
HD_TICKET.CUSTOM_FIELD_VALUE6 = PARENT.CUSTOM_FIELD_VALUE6,
HD_TICKET.CUSTOM_FIELD_VALUE8 = PARENT.CUSTOM_FIELD_VALUE8,
HD_TICKET.CUSTOM_FIELD_VALUE9 = PARENT.CUSTOM_FIELD_VALUE9,
HD_TICKET.CUSTOM_FIELD_VALUE10 = PARENT.CUSTOM_FIELD_VALUE10,
HD_TICKET.CUSTOM_FIELD_VALUE11 = PARENT.CUSTOM_FIELD_VALUE11,
HD_TICKET.CUSTOM_FIELD_VALUE12 = PARENT.CUSTOM_FIELD_VALUE12,
HD_TICKET.CUSTOM_FIELD_VALUE13 = PARENT.CUSTOM_FIELD_VALUE13,
HD_TICKET.RESOLUTION = CONCAT(HD_TICKET.RESOLUTION,' Name added to title.')
WHERE
((PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID = <TICKET_IDS>)
Answers (1)
Surely when the rule runs it transfers the data within the multiselect field, i.e. the visible single data value? SO there should be no issue
that is ti say if your multiselect custom field has the options of yes,no,maybe and you have maybe selected it will copy Maybe
If you do not have that as an option on the target multi select field, if it is another queue for example, the value Maybe will still be copied and will remain until such time that you select a new value
Comments:
-
no it does not transfer, the child ticket in question is actually created in the exact same queue but when you open the child ticket the values are not selected. they are custom values lists of systems requiring access and you multi slect them on the parent ticket, convert to process but they are no longer selected on the child ticket. Further, when the notification for the child ticket comes out those field values are not displayed in the custom email ticket as they are in the parent ticket - jrhoops 4 years ago
