K1000 Ticket Rule - Change Ticket Status from New to Opened when Owner is assigned
I am sql ignorant so any help would be appreciated. We would like the Ticket Status to be set from 'New' to 'Opened' when the ticket is assigned to an owner (anything other than 'Unassigned'). No notifications necessary.
Thank you!
Thank you!
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Answers (3)
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Posted by:
MichaelMc
8 years ago
Top Answer
This one should be easy to do without any SQL. In the wizard, just select Ticket status is new and Owner user name is not NULL, change status to Opened. Run the rule on ticket save.
Comments:
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I'll give it a try, thank you so much. - kimimtt 8 years ago
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Well, the issue is now, that it changes the status from New to Opened on Save so when the ticket is created it's prematurely changing the status. We only want it to do so when assigned - kimimtt 8 years ago
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still having issues so if anyone has a script that does this, would you mind sharing? Thank you - kimimtt 8 years ago
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it works ! thank you ! - samijuke 7 years ago
Posted by:
Hobbsy
8 years ago
Ok , so here's the process I followed
Create a ticket rule in your queue using the wizard, I went for the following
Then hit Next and use the following
In the resulting ticket rule check out the bottom of the select statement it will look a little like this
where HD_PRIORITY.ID = HD_PRIORITY_ID
and HD_STATUS.ID = HD_STATUS_ID
and HD_IMPACT.ID = HD_IMPACT_ID
and HD_CATEGORY.ID = HD_CATEGORY_ID
and ((( HD_STATUS.NAME = 'New') AND ( exists (select 1 from USER where HD_TICKET.OWNER_ID = USER.ID and USER.USER_NAME = '0')) ) and HD_TICKET.HD_QUEUE_ID = 30 )
replace the highlighted text with the following highlighted text
where HD_PRIORITY.ID = HD_PRIORITY_ID
and HD_STATUS.ID = HD_STATUS_ID
and HD_IMPACT.ID = HD_IMPACT_ID
and HD_CATEGORY.ID = HD_CATEGORY_ID
and ((( HD_STATUS.NAME = 'New') AND (HD_TICKET.OWNER_ID != 0) ) and HD_TICKET.HD_QUEUE_ID = 30 )
Set the ticket rule to run on ticket save and you should be done
Comments:
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Thank you once again. I will give it a try and update the post. Thank you for your time! - kimimtt 8 years ago
