We have 2 queues. The submmiter/owners labels are different but all of the submitters/owners from the first queue are also in 2nd.  We would like to add a 3rd queue with even more people but this queue would be for "critical" issues.  I would like to add a 4th priority level in all queues of "critical" and when this priority is selected I would like a rule to move these tickets on save to the new 3rd queue I would create called "critical issues".  As I understand it all categoriies, subcategories and pretty much everything else would have to match or be available options which is no problem.  I know all of my Queue IDs and how to get them just not very good with SQL (at all).
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  • I don't believe rules can change the queue that a ticket is in but I haven't heard that verified from KACE lately.
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I got this working:
select statement:

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,
            STATE,
            U1.USER_NAME as OWNER_NAME,
            U1.FULL_NAME as OWNER_FULLNAME,
            U1.EMAIL as OWNER_EMAIL,
            U2.USER_NAME as SUBMITTER_NAME,
            U2.FULL_NAME as SUBMITTER_FULLNAME,
            U2.EMAIL as SUBMITTER_EMAIL
            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
            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_PRIORITY.NAME = 'Critical') and HD_TICKET.HD_QUEUE_ID = 5 )


Update statement:

update HD_TICKET,
            HD_STATUS,
            HD_CATEGORY,
            HD_IMPACT,
            HD_PRIORITY,
            HD_QUEUE
            SET HD_TICKET.HD_QUEUE_ID = 8,
            HD_TICKET.HD_STATUS_ID = HD_QUEUE.DEFAULT_STATUS_ID,
            HD_TICKET.HD_CATEGORY_ID = HD_QUEUE.DEFAULT_CATEGORY_ID,
            HD_TICKET.HD_IMPACT_ID = HD_QUEUE.DEFAULT_IMPACT_ID,
            HD_TICKET.HD_PRIORITY_ID = HD_QUEUE.DEFAULT_PRIORITY_ID
            where HD_TICKET.HD_STATUS_ID = HD_STATUS.ID and
            HD_TICKET.HD_CATEGORY_ID = HD_CATEGORY.ID and
            HD_TICKET.HD_IMPACT_ID = HD_IMPACT.ID and
            HD_TICKET.HD_PRIORITY_ID = HD_PRIORITY.ID and
            (HD_TICKET.ID in (<TICKET_IDS>))

Answered 07/09/2014 by: jrhoops
Senior Yellow Belt

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