I seem to have a lot of issues that I will need to address between tickets and assets they are assigned to. But in this instance I'm having an issue assigning an asset in a ticket rule. Either it ends up showing "unassigned" or another asset (I think the first listed) is assigned instead. By the way, I tried to assign a Due Date in the ticket rule and it gave a SQL error. Maybe because of the space in Due Date? Sorry I'm not a SQL person so I'm limping along here. Any help would be appreciated!

Thanks,
Tim Berry
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Assets of all types are all stored in the ASSET table. You could be forgetting to narrow down the type. For example, if you are interested in computer assets then you would focus on ASSET.ASSET_TYPE_ID=5. Take a look at the ASSET_TYPE table for the others. Any types that you created will have a different ID on each K1000.

What was the sql error? That would help a lot. The Due Date is just a char field so you should be able to store anything in it -- perhaps you were trying to do some date arithmetic and the format of the date was wrong? I can only guess without the error.
Answered 09/29/2011 by: GillySpy
Seventh Degree Black Belt

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Thanks for the timely response! I think I'm a little confused though. Let me explain a little more to make sure you understand the issue.
In the "Email Body" of the ticket rule, I tried to add @Asset=assetname. This doesn't work though. So based on your explanation, where would I put that Asset identifier? By the way, this particular project is non computer related assets. It is for our facilities department. I am setting up autogenerated tickets for quarterly inspections of say gantries. Each gantry has been added as an asset with pertinent information. When the ticket is created, i want to make sure that it has the correct asset listed in the ticket. My next hurdle to overcome is to figure out how I'm going to do reports of tickets based on the asset name.

Maybe I'm doing more than what is needed here. This ticket rule that I imported sends an email to the queue which in turn generates the ticket. Maybe the thing to do is generate an initial ticket that isn't closed and a ticket rule that does and update query which adds work to the original ticket. I think this might be more cumbersome than first thought though.

As for the Due Date issue we found the answer to that. It needs to be entered as @Due_Date. I did it without the underscore.

Anything more about the asset issue would be appreciated!
Thanks again!

Tim Berry
Answered 09/29/2011 by: tberry61
Senior Yellow Belt

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Okay so you are not actually assigning the asset via ticket rule as mentioned in your first post. You are using the tokens in an email and the email is rule generated.

I'm not sure if assets can be assigned this way. However, if it doesn't you could have a rule parse the token @asset. I'll try to post back with more on those.
Answered 09/29/2011 by: GillySpy
Seventh Degree Black Belt

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