Hello,

I've been trying to create a rule that populates some custom fields I've created automatically when a user creates a ticket. When I test it out by creating a new ticket, it doesn't work. Below is the SQL statement:



SELECT
      -- ticket fields
      HD_TICKET.ID, -- $id
      HD_TICKET.ID AS TICKNUM, -- $ticknum
      HD_TICKET.TITLE, -- $title
      -- HD_TICKET.SUMMARY, -- $summary /* for 6.3 only */
      HD_TICKET.CUSTOM_FIELD_VALUE0 AS SUPPORTGROUP, -- $supportgroup
      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
      -- change fields
      C.COMMENT, -- $comment
      C.DESCRIPTION, -- $description
      GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
       H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://kbox/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
       ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
      -- about the updater
      UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
      UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
      UPDATER.EMAIL AS UPDATER_EMAIL,     -- $updater_email
      IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
      -- about the owner
      OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
      OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
      OWNER.EMAIL AS OWNER_EMAIL,     -- $owner_email
      IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
      -- about the submitter
      SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
      SUBMITTER.EMAIL AS SUBMITTER_EMAIL,     -- $submitter_email
      -- about priority
      P.NAME AS PRIORITY, -- $priority
      -- about status
      S.NAME AS STATUS,   -- $status
      -- about impact
      I.NAME AS IMPACT,   -- $impact
      -- about category
      CAT.NAME AS CATEGORY, -- $category
      -- other fields
      S.CUSTOM_4 AS MANAGER, -- $manager
      -- -- example of static distribution list
      'alex.hung.su@skhms.com' AS NEWTICKETEMAIL -- $newticketemail
    FROM HD_TICKET
     /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
                            AND C.ID=
     /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
     /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
     /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
     /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
     /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
     /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
     /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
     /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
    WHERE
     C.DESCRIPTION LIKE 'TICKET CREATED%' and
     CAT.NAME rlike 'New Intern|New Contractor|New Expat|New Visitor|New Hire'
      /* this is necessary when using group by functions */
    GROUP BY HD_TICKET.ID
    HAVING 1=1

Message Textbox:
$submitter_fname has opened a ticket.
Title: $title
Manager: $manager
Ticket: $ticknum
From: $submitter_fname ($submitter_email)
Category: $category
Priority: $priority
Status: $status
Severity: $impact
Opening Comment: $comment.


The highlighted line is the part I added in, which doesn't work. The field name is CUSTOM_4 and the label title is "Manager". I'm not familiar with SQL, so any help would be much appreciated. Thanks!
2 Comments   [ + ] Show Comments

Comments

  • Sorry to ask the obvious, but which custom field is it in the UI? As the database custom field is decremented by one
  • Hi, thanks for the reply. On the "Customize Fields and Layout" interface page, the name of the custom field is "CUSTOM_4". I've tried this in the highlighted line above, but I'm not sure if the syntax is correct or if I'm missing something else?
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Answers

0
This is the select statement portion of the rule. In order to update a field you also need an update statement. When I create fields which are going to be populated via a rule I set the default value to "Set on save" or something similar. The select statement then looks for that value in the custom field. Here is an example:
select HD_TICKET.*, DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED, DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
                        HD_STATUS.NAME AS STATUS_NAME,
                        HD_STATUS.ORDINAL as STATUS_ORDINAL,
                        HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
                        HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
                        HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
                        STATE, 
                        if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,
                        if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED, 
                        if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED, 
                        if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED, 
                        if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,
                        if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED, 
                        if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,
                        if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,
                        case upper(STATE) 
                        when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED) 
                        when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED) 
                        else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,
                        if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,
                        U1.FULL_NAME as OWNER_FULLNAME,
                        U1.EMAIL as OWNER_EMAIL,
                        if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,
                        if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,
                        U2.FULL_NAME as SUBMITTER_FULLNAME,
                        U2.EMAIL as SUBMITTER_EMAIL,
                        U2.WORK_PHONE as SUBMITTER_PHONE,
                        if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,
                        if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,
                        if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
                        Q.NAME as QUEUE_NAME                        
                        from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
                        LEFT JOIN USER U1 on U1.ID = HD_TICKET.OWNER_ID
                        LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
                        LEFT JOIN USER U3 on U3.ID = HD_TICKET.APPROVER_ID
                        LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID
                        LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID
                        where HD_PRIORITY.ID = HD_PRIORITY_ID
                        and HD_STATUS.ID = HD_STATUS_ID
                        and HD_IMPACT.ID = HD_IMPACT_ID
                        and HD_CATEGORY.ID = HD_CATEGORY_ID
                        and ((  HD_TICKET.CUSTOM_FIELD_VALUE5 = 'Set on Save') and HD_TICKET.HD_QUEUE_ID = 2 )

The rule then includes an update statement like this:
update HD_TICKET as T
    set T.CUSTOM_FIELD_VALUE5 = (select WORK_PHONE FROM USER  where ID = SUBMITTER_ID) where 
        T.ID = <TICKET_IDS>;
In this case the rule pulls the user's phone number from the USER table and updates the HD_TICKET table with that information.

Answered 08/20/2015 by: chucksteel
Red Belt

  • Hi Chuck, thanks for replying. I forgot to add in the "Message" textbox of the ticket rule in the original post, but I've updated the original post to include this information. I believe this textbox acts the same way as the update statement? Here's what it looks like:

    Title: $title
    Manager: $manager
    Ticket: $ticknum
    From: $submitter_fname ($submitter_email)
    Category: $category
    Priority: $priority
    Status: $status
    Severity: $impact
    Opening Comment: $comment.

    The only part that doesn't work is the "Manager: $manager" line.
    • No, the message textbox is used to send an email, the variables ($title, $manager, etc) are columns returned by the select statement.
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