Ive setup the Service Desk with a Custom Ticket Field called "Hold Till" (set on CUSTOM_2)

I want to be able to have a Ticket Rule to check the "Hold Till" Field and if the date is "Today's Date" (every morning the schedule runs) to change the states from on Hold to Open.

Ive seen a few posts about this but i cant quite get my head around it on what i need to add or set, any help would be amazing. If ive missed out any information please let me know. i am on the latest version 6.4.120756

Thanks Again

Ash
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  • So I've set a Ticket Rule using the wizard as the following:

    status = On Hold
    And
    Hold Till is not null

    then went in and changed the value to
    AND HD_TICKET.CUSTOM_FIELD_VALUE1 = CURDATE()

    Vales to change Ive just simply set
    Status Change Value to = new

    in the Update SQL i also added the line: HD_TICKET.CUSTOM_FIELD_VALUE1 = Null
    this then cleared down the value in the date field

    Ive tested this and this works like a charm.
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So I've set a Ticket Rule using the wizard as the following:

status = On Hold
And
Hold Till is not null

then went in and changed the value to
AND HD_TICKET.CUSTOM_FIELD_VALUE1 = CURDATE()

TL6CNk.png

in the Update

Status - Change Value to = new

in the Update SQL
added the line: HD_TICKET.CUSTOM_FIELD_VALUE1 = Null
This then cleared down the value in the Custom field

SHL1i4.png

Ive tested this and this works like a charm.
Answered 03/24/2016 by: ashbroom
White Belt

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