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05/14/2019 66 views

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>)

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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

Answered 05/21/2019 by: Hobbsy
Red Belt