We have been using the below OTS ticket rule for quite sometime and then just last week it quit working. I run the rule in MySQL and it works but does not work in Kbox.

Here is the Select Query:

SELECT PARENT.CUSTOM_FIELD_VALUE1, HD_TICKET.CUSTOM_FIELD_VALUE1, PARENT.CUSTOM_FIELD_VALUE2, HD_TICKET.CUSTOM_FIELD_VALUE2, 
PARENT.CUSTOM_FIELD_VALUE3, HD_TICKET.CUSTOM_FIELD_VALUE3, 
PARENT.CUSTOM_FIELD_VALUE4, HD_TICKET.CUSTOM_FIELD_VALUE4,
PARENT.CUSTOM_FIELD_VALUE5, HD_TICKET.CUSTOM_FIELD_VALUE5,
PARENT.CUSTOM_FIELD_VALUE0, HD_TICKET.CUSTOM_FIELD_VALUE0, HD_TICKET.ID
FROM HD_TICKET PARENT, HD_TICKET
WHERE PARENT.ID = HD_TICKET.PARENT_ID  

Here is the update query:

UPDATE HD_TICKET PARENT, HD_TICKET 
SET 
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_VALUE0 = PARENT.CUSTOM_FIELD_VALUE0,
WHERE ((PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID = <TICKET_IDS>) 

Any help would be appreciated.



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Here is what I am using. It is a direct copy and paste. I have more custom fields because this is from my New hire process. 

Select SQL:
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 SQL:
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.RESOLUTION = CONCAT(HD_TICKET.RESOLUTION,' Fields Pulled From Parent Ticket.') 
WHERE
((PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID = <TICKET_IDS>)
Answered 08/07/2015 by: Mtcook
White Belt

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