do to an error in importing active directory information for custom fileds were mixed up.
In our database custom2 is for the department and custom1 is job title.
Because of that error I have job titles in custom2. And even though I have been deleteing them (one at a time) when I select the drop down menu from a ticket I'm still getting job title in the department dropdown.
If I manage to get the user data corrected with that fix the drop down in the ticketing screen?
And other that writting a sql scrip is there a way to clean out that bad information?

any help would be apprecated.
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I would re-import the data again correctly and it should correct the problem. Ours is scheduled to do it every day but you can manually force it to happen too.
Answered 12/03/2010 by: RichB
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The pick list for a custom field is populated using the contents of the field definition as well as any unique values that exist in that field. You will have to clear out those existing tickets. Do a search or a report to see how many you have. If there are a lot support may be able to help you get there faster.
Answered 12/03/2010 by: GillySpy
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I'm not sure importing the data again will work Rich because most of the AD data is blank for department so I don't think it would update the filed to blank but I test it on a single user.

Gerald: So when you say "clear out those tickets" are you talking about just clearing that field on the ticket or deleting the ticket?


Kris
Answered 12/03/2010 by: kdasanmartino
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I thought it was just two fields reversed so swapping them would replace the data when re-importing. Gerald would know best!
Answered 12/03/2010 by: RichB
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Just clearing that field on the tickets that have it.
Answered 12/03/2010 by: GillySpy
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this morning I did a report to show all my tickets to see if there were any that had job title in the department filed and there were none.
So can if I clear the department filed in my user data of job title will everything go back to the way it was?


Kris
Answered 12/06/2010 by: kdasanmartino
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What is the definition of the ticket custom field you have labelled "department field"?

Depending on your answer I may want to know the result of this query:
select DISTINCT CUSTOM_FIELD_VALUEX /*change X to match your helpdesk*/, HD_QUEUE_ID FROM HD_TICKET ORDER BY 1,2
Answered 12/06/2010 by: GillySpy
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this what I have for that field.
query: select distinct(CUSTOM_2) from USER order by 1 asc
Answered 12/07/2010 by: kdasanmartino
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What is the result of the query I posted?
Answered 12/07/2010 by: GillySpy
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here is a text file with the output of that sql statment.
Sorry for the delay on that.

Attachment

Answered 12/08/2010 by: kdasanmartino
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Does the value you want to get rid of appear in that output?
Answered 12/08/2010 by: GillySpy
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No they do not. The data in this output looks to be from Custom_3. Custom_3 holds Product/system deffinitions.
I have also check Custom_1,2 & 4 and none seem to be what I'm looking for.
Answered 12/09/2010 by: kdasanmartino
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I found the data that I'm looking for in the user table. Custom_2 is showing title in most cases and not department as it should.

is there a way do go through the data base and delete what I want cleared out?
Answered 12/10/2010 by: kdasanmartino
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This is what i was suspecting. You could use a ticket rule to clear it out.


select : select 1
update: update USER set CUSTOM_2=' where CUSTOM_2 in ('badvalue1','badvalue2','etc')
Answered 12/10/2010 by: GillySpy
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Sounds easy. I'll do a data backup and give it a try.

Thanks.
Answered 12/10/2010 by: kdasanmartino
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