Since I'm setting up this queue for our maintenance department, i was wondering if it's possible to have a non owner close out a ticket.

Not all of our maintenance department use computers or anything to get their work orders.  Their supervisors just print them out and hand it to them.  When the WO is completed, they bring it back in signed and the supervisor closes out the ticket under the maintenance person's name.  

Right now I can't seem to find any way to do this.  Can a non owner close out a ticket on someone else's behalf?
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Comments

  • They would have to be either ticket owners or admins on the KBOX in order to close a ticket.
  • Why not add in a custom drop down to show who completed the WO and the supervisor will need to be the only ticket owner, who will be able to close the ticket. That way you can also report on who is actually closing the WO (physically)
    • Didn't think of that...I like that idea, but I don't want to type out all maintenance guys into the custom field. Can I do a query mapped to their label by using their full names?
  • Yes indeed, we've found the best way is to create a label, add the guys in, get the label ID and then set up a custom query field. I will put the SQL for that in the answer as it is a bit long for a comment field.
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Community Chosen Answer

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here is the SQL for the custom field

query: SELECT USER.FULL_NAME, USER.ID, USER_LABEL_JT.LABEL_ID FROM ORG1.USER USER INNER JOIN ORG1.USER_LABEL_JT USER_LABEL_JT ON (USER.ID = USER_LABEL_JT.USER_ID) WHERE USER_LABEL_JT.LABEL_ID = "181" ORDER BY FULL_NAME ASC

Insert the label ID into the query where I have highlighted
Answered 06/07/2016 by: Hobbsy
Red Belt

  • Thanks man!!!! Perfect. I'm not really familiar with SQL so this helps out a lot.
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Answers

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can you provide the whole sql query please? I have something similar I am looking for.
I have Re-Opened Rule in place where only owner can close the ticket and ticket will be reopened if anyone else replies to it. But I want the users added in the "label" can close out ticket. Here is a part of the query which does the above thing.

Here is the query which does this and the highlighted part is the main which does above mentioned.

select distinct HD_TICKET.ID,
               HD_TICKET.OWNER_ID as OWNER_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
          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 USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
     left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_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'
           and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
           and HD_STATUS.STATE = 'closed'
           and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
           and UPDATER.ID > 0
Answered 11/10/2016 by: vnuna
White Belt

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