I am trying to create a custom ticket rule to move tickets between queues depending on the category the ticket is saved as.  Since my exposure to SQL is limited overall, I found a link (http://www.itninja.com/question/custom-ticket-rule-to-change-queue) from 1/2013 but when I try to use it as the template, it gives me an error as if I am using the incorrect syntax and I am guessing that this may be due to the fact that our appliance is at v5.5.90545.

Any help would be greatly appreciated.  Thank you all.

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  • I ended up using the Wizard for the select query. I looked at that KB article to get the Queues figured out (thanks). The syntax error I was getting was "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near..."

    This error only occurred when I would use select queries that people had posted here that looked like they were prior to v5.5 being available.
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Make sure that you have the correct queue ID's.  You can see this by accessing you kace with /adminUI and seeing what the hd queue id up in the address bar.  If you have your MYSQL Workbench up and running, you can just do a select * from HD_QUEUE and figure out your queue ID's.

 

What is the syntax error you are getting?

 

btw, check this article out:

http://www.kace.com/support/resources/kb/article/Using-Helpdesk-Ticket-Rules-to-transfer-tickets

 

Answered 10/22/2013 by: Wildwolfay
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