I am trying to create a custom ticket rule for ticket creation, however I have found only sources with SQL code for the rule. When I go to the interface to create the rule I am only faced with a wizard.


Also, when dealing with the SQL code, how am I to know with names correspond to which field, etc?



1 Comment   [ - ] Hide Comment


  • Basically the wizard is only good for basic if then sequences.

    What are you trying to accomplish? We use custom ticket rules for all sorts of things even things outside of the service desk module.

    Try using mysql workbench or flyspeed and point it at your Kbox to play around with SQL and custom ticket rules.
Please log in to comment

Answer this question or Comment on this question for clarity



The wizard is for simple changes when a ticket meets a certain criteria, change indicated fields to the designated values.

Most ticket rules require a bit more complexity, hence SQL.  Start a new ticket rule, click Next, click Next again.  You will then have the Ticket Rule: Edit Detail page which shows the SQL for both the select and the update.  As for which names map to which fields, most are fairly obvious.  You can use most ODBC or MySQL clients to browse the schema (TOAD, MySQL Workbench, etc.). Check the K1000 Administrator Guide for table reference.

I hope this helps.

Answered 12/17/2013 by: grayematter
Fifth Degree Black Belt

Please log in to comment