Service Desk - Auto Populate CC List

I'm looking to create a custom ticket rule that would populate the CC List from a custom field that is pulling users. Possible?

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Answers (1)

Answer Summary:
Posted by: chucksteel 6 years ago
Red Belt

Top Answer

Yes, that should be possible. This update query should work:

update HD_TICKET
    set HD_TICKET.CC_LIST = 
        (HD_TICKET.ID in (<TICKET_IDS>))
This would set the CC_LIST value equal to the email address of the custom user specified in Custom Field 1 (CUSTOM_FIELD_VALUE0 in the table). Note that this will remove any entries already in the CC_LIST field and replace it.

  • Thanks. Hmmm. It's not working for me. This is Custom Field 2 so I change it to pull from CUSTOM_FIELD_VALUE1. - jegolf 6 years ago
    • What does your select query look like? Is it matching tickets that need the CC_LIST set? - chucksteel 6 years ago
      • Bam - tweaked my select query. Set it as if that custom field is not null then run the update. Seems to be working. Thanks again... - jegolf 6 years ago
      • Actually - then if I remove the user from the custom field it does not clear the CC List which I would want to happen... - jegolf 6 years ago
      • You might need to have two rules, one that checks to see if the custom field is set and the other that checks to see if it isn't. - chucksteel 6 years ago
      • Yeah I'm having trouble figuring what value is set for an "Unassigned" user so I can target that. Just going to have to do some trial and erorr... - jegolf 6 years ago

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