Hi Everyone,

We are using the SUBMITTER field in the service desk module to represent the person who is affected by the call.  This defaults to the name of the person logged in to KACE whenever a new call is opened and our service desk staff then change this from their name to the name of the user.  Not sure if this is best practice as it's a PITA, but it has worked for us so far.

We also use the OWNER field to represent the technician that the call has been assigned too.  This also meets our needs.

What I would like to capture is the name of the person (service desk technician) who actually logged the call.  This frustratingly is autopopulated in the SUBMITTER field, but as all the default KACE rules are set up to assume that the submitter is the person affected, we manually change this in each call.

I have added a custom field called 'Logged by' to the form and set up a rule for this to populate when the call is saved if the field is blank.  If i manually specify the rul to populate the field with text, then it does this, so I know the rule works.  If I set the rule to populate with a field name, e.g. HD_TICKET.SUBMITTER_ID, then this will populate with the ID of the SUBMITTER (representing the person that the call affects) so I know that the rule can populate the 'Logged by' field using a KACE field.

What I can not find is the field name relating to the person that is logged in to KACE, i.e. the field that is used to autopopulate the SUBMITTER field when the call is opened.

Does anyone know what this field is called?

I know I can set up the 'logged by' field so that the Technician can manually select their name when they are logging a call, but I would prefer as much of the system to be as automated as possible and feel I am frustratingly close to having this working!

I'm happy to entertain other ideas if the name of the person logged in to KACE is not contained in a field anywhere.

Thanks for any and all help!

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The submitter is always going to be the one who submits the ticket ie the person logged in. There is no way to break this default behaviour. 

My advice would be to keep submitter as the tech who is taking the call and simply make your custom filed the caller name and have it be a required field. The tech still has one flag to set but it seems it would be more intuitive to set client name than your own. Plus you have the advantage of owning every ticket you create so there can be no limbo state. 

Answered 01/20/2013 by: jdornan
Red Belt

  • Hi, thanks for the info, I tried doing it this way but was frustrated by the lack of customisation available in the custom fields, i.e. it wouldn't let me link nicely to the user table (even tried using sql queries!) and the drop down box on the form didn't have a filter box to help you search. We upgraded to v5.4 at the weekend and I've looked again at these fields and they will now link to the user table and filter on the form so I can now complete what i was trying to do as per your suggestion!

    Thanks again, David.
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OK, 3 weeks of trying to learn sql later and I have now finally been able to answer my own question...

I have crested Custom Field 6 (referenced as 5 in sql code) to be my 'logged by' field and have this as my Select Query:

SELECT
HD_TICKET.ID,
C.DESCRIPTION,
UPDATER.FULL_NAME
FROM HD_TICKET
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
AND C.ID=<CHANGE_ID>
LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
WHERE
C.DESCRIPTION LIKE 'TICKET CREATED%'
GROUP BY HD_TICKET.ID
HAVING 1=1

And this as my Update Query:

UPDATE HD_TICKET AS T
JOIN USER S ON (S.ID = T.SUBMITTER_ID)
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = T.ID
AND C.ID=<CHANGE_ID>
LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
SET T.CUSTOM_FIELD_VALUE5 = UPDATER.FULL_NAME
WHERE T.ID=<TICKET_IDS>

I have now set Custom Field 6 as a read only text field and this autopoulates with the Call Loggers name whenever a new call is saved.  Hope this may be of use to others with a similar problem.

Answered 02/08/2013 by: Dwharf
White Belt

  • we are looking to do the same thing as you did, so can you please give step by step as I have no SQL experience. more details on how you created the custom fields will of great help. thank you so much in advance
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