Hello, we upgraded to v5.5 and the following custom ticket rule that was created for reassigned requests has stopped working. Any assistance would be greatly appreciated, thanks!

SELECT 
HD_TICKET.ID as TICKNUM, -- $id
      HD_TICKET.TITLE as TITLE, -- $title
HD_TICKET.CUSTOM_FIELD_VALUE2 as LOCATION, -- $location
HD_TICKET.CUSTOM_FIELD_VALUE4 as DEPT, -- $dept
      SUBMITTER.FULL_NAME as SUBMITTER_FNAME, -- $submitter_fname
      SUBMITTER.EMAIL as SUBMITTER_EMAIL,     -- $submitter_email
CAT.NAME as CATEGORY, -- $category
P.NAME as PRIORITY, -- $priority
S.NAME as STATUS,   -- $status
I.NAME as IMPACT,   -- $impact
HD_TICKET_CHANGE.COMMENT_LOC as COMMENTS, -- $comments
HD_TICKET_CHANGE.DESCRIPTION as DESCRIPTIONS, -- $descriptions
'firstname.lastname@email.com' as NEWTICKETEMAIL
FROM ORG1.HD_TICKET
LEFT JOIN HD_TICKET_CHANGE ON HD_TICKET.ID=HD_TICKET_CHANGE.HD_TICKET_ID
join HD_IMPACT I on I.ID=HD_IMPACT_ID
join HD_STATUS S on S.ID=HD_STATUS_ID
left join USER SUBMITTER on SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
join HD_PRIORITY P on P.ID=HD_PRIORITY_ID
join HD_CATEGORY CAT on CAT.ID=HD_CATEGORY_ID
where DESCRIPTION LIKE '%Changed Technical Group from "%" to "Client Services".%'
and CUSTOM_FIELD_VALUE7 = "Client Services"
and ORG1.HD_TICKET_CHANGE.TIMESTAMP > DATE_SUB(NOW(), INTERVAL 30 SECOND)
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Comments

  • And this is for: on service request save
  • Turn on the option to send the results of the query to an email address and have them sent to you. This will help you determine if the select statement is matching tickets when they are updated. I would also recommend using a tool like MySQL Workbench to look at the HD_TICKET_CHANGE table to verify that the description still matches your query.
  • KHo,

    There's a KKE Recording on connecting MySQL Workbench to your K1000 DB(s), that you can watch to learn how.

    http://www.kace.com/kke

    Ron Colson
    KACE Koach
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Answers

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Thanks everyone! The above custom ticket rule still works, but as some of you have mentioned, the fields within the tables are moved around after each update so just had to link everything correctly. 
Answered 07/08/2014 by: KHo
Senior White Belt

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