Hi Everyone,
I just got my KACE appliances this year and I'm setting up the help desk on my K1100, and was wondering if this was some I could configure easily.

I'd like to set it up so when the person who submits the ticket adds a comment, the system will automatically change the status to "user responded". I was able to create a status for "user responded" and tried to do a custom ticket rule, to look for a submitted comment and change the ticket status. That worked but it also changes the status when any of the help desk staff adds a comment.

It would also be nice if when the submitter adds a comment, it would reset the time open status, so we can see quickly who has been updating their ticket information. The primary reasons for wanting to do this is so we can quickly at a glance see who has been updating ticket information, without having to look into each ticket.

I don't know MySQL to create ticket rules, and was hoping someone had some ideas or is willing to share what they're doing with their help desk.

Thanks in advance,
Ross
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There's a built-in system rule called "CustomerResponded" that may do what you want.

Otherwise, this faq gives an example on how to take action when something changes -- like a new comment from submitter.
Answered 09/16/2011 by: GillySpy
Seventh Degree Black Belt

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The built-in system rule for "user responded" should work for you. Have you tried it? I believe it won't trigger if the ticket owner (e.g. support staff) enters a comment or makes a change. I'm not entirely sure, because I created a duplicate and modified it so it ONLY triggers when the submitter (as long as they aren't the owner - that would cause an infinite loop) OR someone in the cc field responds. Here is the select query if you're interested. You'd need to change the status IDs to the "waiting" status... we have 2, but you can use as many as you want. This rule also updates the TIME_OPENED value.

select distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.SUBMITTER_ID as SUBMITTER_ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE as STATE,
OWNER.USER_NAME as OWNER_NAME,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
UPDATER.USER_NAME as UPDATERNAME,
UPDATER.EMAIL as UPDATEREMAIL,
SUBMITTER.FULL_NAME as SUBMITTER_FULLNAME
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join HD_ATTACHMENT on HD_ATTACHMENT.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
left join USER SUBMITTER on SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
and (HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING' OR HD_TICKET_CHANGE_FIELD.FIELD_CHANGED IS NULL)
and (HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'OR HD_TICKET_CHANGE_FIELD.FIELD_CHANGED IS NULL)
and HD_STATUS.ID in (35,55)
and ((UPDATER.ID = SUBMITTER.ID) OR (HD_TICKET.CC_LIST like CONCAT('%',UPDATER.EMAIL,'%')))
and ((OWNER.ID != SUBMITTER.ID) OR (OWNER.ID IS NULL))
and UPDATER.ID > 0

And the update query:
update HD_TICKET as T, HD_STATUS as STATUS
set T.HD_STATUS_ID = STATUS.ID,
T.TIME_OPENED = IF(STATUS.STATE = 'opened', NOW(), T.TIME_OPENED),
T.TIME_CLOSED = IF(STATUS.STATE = 'closed', NOW(), T.TIME_CLOSED),
T.TIME_STALLED = IF(STATUS.STATE = 'stalled', NOW(), T.TIME_STALLED),
T.SATISFACTION_RATING = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_RATING),
T.SATISFACTION_COMMENT = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_COMMENT)
where STATUS.NAME = '(SUR) System - User Responded' and
T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and (T.ID in (<TICKET_IDS>))
Answered 09/16/2011 by: airwolf
Tenth Degree Black Belt

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