Per update from KACE_Mary, 5.4 FAQ did work, 5.5 did require a little manipulation, but now even more iffy in 6.x so no more open support for this.


The FAQ provided by KACE support, http://www.kace.com/support/resources/kb/article/how-to-use-ticket-rules-to-import-tickets-from-a-csv-file is extremely helpful and full of knowledge, and also comes with 2 great ticket rules.

However, during my testing phase for all of this, I noticed something was note populating:  COMMENTS!

As I dug through and checked out the HD_TICKET_CHANGE database, I noticed that the rules provided DO write the comment into the HD_TICKET_CHANGE.COMMENT data table, but nothing shows.  Comparing this data string to those of tickets created naturally shows that there is also a data table called HD_TICKET_CHANGE.COMMENT_LOC.  What this data table does is a mystery to me, but anything in the COMMENT field, was also in the COMMENT_LOC.

I took it upon myself to modify the provided SQL and add COMMENT_LOC to the INSERT INTO Statement, and in the appropriate position on the values section.  I simply repeated the FIELD105 (for me, which was the comment section of the ASSET_DATA_19 (Which was my asset table for TICKET types).  I ran the ticket rule and the ticket information was created, but now the comment was in both the COMMENT and COMMENT_LOC blocks.

I went to check out the ticket, and yyaayyy!!!!  I HAVE COMMENTS!!!!

I do not know if this COMMENT_LOC was added post-FAQ-publishing, or if the way comments function have changed, but this did the trick for me.

 

Long story short, if you're using this FAQ:  I had to add COMMENT_LOC and a corresponding value that matches the COMMENT value in order to get imported tickets to have comments!