I have created a custom rule to assign Due Date of the ticket based on the Priority Level (High/Normal/Low). Select Query is working fine and returns the ticket whose DUEDATE is BLANK. But Update Query throws an error. Below is the Update Query for the ticket:

UPDATE HD_TICKET T JOIN HD_PRIORITY P ON P.ID=T.HD_PRIORITY_ID set T.DUE_DATE= case when P.NAME='High' then DATE_ADD(T.CREATED, INTERVAL 4 HOUR) END, T.DUE_DATE= case when P.NAME='Normal' then DATE_ADD(T.CREATED, INTERVAL 8 HOUR) END, T.DUE_DATE= case when P.NAME='Low' then DATE_ADD(T.CREATED, INTERVAL 36 HOUR) END WHERE T.ID in (<TICKET_IDS>)

According to my analysis, R1 User doesn't have modify privileges to update HD_TICKET Table. If I am right kindly help me to figure out how to change R1 user access priveleges. If there is any other way around to solve this problem, it will be appreciated.

 

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Your query looks fine as far as I can tell and based on the error I would agree that the issue appears to be permissions related.

If you go into Service Desk > Users, note what is listed as R1's Role.  From there, if you go to Service Desk > Roles, what access does R1's role have?  I'm assuming the role would need Write access to Service Desk > Configuration and possibly also Service Desk > Tickets in order for the update query to apply successfully.  If that looks OK, it's also conceivable that ticket rules using update queries might require an admin role (that's what I use), but I don't know this for certain.  Support should be able to advise on this if no one else here knows.

John

Answered 06/13/2012 by: jverbosk
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