Maybe I'm just not grasping the concept but I need a little help on how people are using the KACE Processes in the real world.

Currently I have an HR queue where manager can submit a ticket for new hires / terminations.  We have a very complicated on boarding process that involves many departments and many steps.  At the moment I have custom rules that moves the single ticket to other queues as defined by the status of the ticket.

It seems that I could greatly simplify this by using a Process instead, but when I try to create one I just don't understand how they are supposed to work.
It appears as though I must enter in the information for all the child tickets when creating the process, when in reality I need the information entered into the parent ticket to flow down to all the child tickets.
A basic example: (is this possible?)
  1. A manager creates a New User process
  2. Parent ticket is opened in the HR Queue with all the needed new hire info (Name, Hire Date, access needed, etc)
  3. A child ticket is opened in the IT queue with all the necessary info from the parent ticket (Name, Hire Date, Access needed) so IT knows what needs to be setup and for whom?
Maybe if someone could provide me an example on how they are using a process that will clear things up for me.

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Comments

  • This doesn't completely answer your question but there are some blog posts here with rules that will populate child tickets with data from the parent. That might be what you need to help setup your process.
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Answers

0
QUERY:

SELECT PARENT.TITLE, 
HD_TICKET.TITLE, 
HD_TICKET.ID, 
PARENT.CUSTOM_FIELD_VALUE0,
PARENT.CUSTOM_FIELD_VALUE1,
PARENT.CUSTOM_FIELD_VALUE2,
PARENT.CUSTOM_FIELD_VALUE3,
PARENT.CUSTOM_FIELD_VALUE4,
PARENT.CUSTOM_FIELD_VALUE5,
PARENT.CUSTOM_FIELD_VALUE6,
PARENT.CUSTOM_FIELD_VALUE7,
PARENT.CUSTOM_FIELD_VALUE8,
PARENT.CUSTOM_FIELD_VALUE9,
PARENT.CUSTOM_FIELD_VALUE10,
PARENT.CUSTOM_FIELD_VALUE11,
PARENT.CUSTOM_FIELD_VALUE12,
PARENT.CUSTOM_FIELD_VALUE13,
PARENT.CUSTOM_FIELD_VALUE14,
C.COMMENT
FROM HD_TICKET PARENT, HD_TICKET, HD_TICKET_CHANGE C
WHERE PARENT.ID = HD_TICKET.PARENT_ID
and PARENT.HD_QUEUE_ID = 9
and C.HD_TICKET_ID = HD_TICKET.ID
AND HD_TICKET.CREATED > DATE_SUB(NOW(), INTERVAL 5 SECOND)


UPDATE:

UPDATE HD_TICKET PARENT,HD_TICKET_CHANGE C, HD_TICKET
SET HD_TICKET.TITLE = PARENT.TITLE,
C.COMMENT = concat(
'Distribution Group: ',
PARENT.CUSTOM_FIELD_VALUE0,
' Office: ',
PARENT.CUSTOM_FIELD_VALUE1,
' Company: ',
PARENT.CUSTOM_FIELD_VALUE2,
' EmployeeID: ',
PARENT.CUSTOM_FIELD_VALUE3,
' Start Date: ',
PARENT.CUSTOM_FIELD_VALUE4,
' GP Account: ',
PARENT.CUSTOM_FIELD_VALUE5,
' Time Entry Account: ',
PARENT.CUSTOM_FIELD_VALUE6,
' Pivots Account: ',
PARENT.CUSTOM_FIELD_VALUE7,
' Bid Log Account: ',
PARENT.CUSTOM_FIELD_VALUE8,
' Security Group(s): ',
PARENT.CUSTOM_FIELD_VALUE9,
' AD Account: ',
PARENT.CUSTOM_FIELD_VALUE10,
' Email Account: ',
PARENT.CUSTOM_FIELD_VALUE11,
' H Drive: ',
PARENT.CUSTOM_FIELD_VALUE12,
' RDS Account: ',
PARENT.CUSTOM_FIELD_VALUE13,
' VPN Account: ',
PARENT.CUSTOM_FIELD_VALUE14)
WHERE PARENT.ID = HD_TICKET.PARENT_ID
AND HD_TICKET.ID IN (<TICKET_IDS>)


The above code will take the Custom_field_value1-15 (In the GUI they start at 1 in the MySQL code they start at 0 so just subtract 1 from what you see in the GUI and that's the one in the mySQL code) and puts it in the comment section of the child tickets. 

The info will only update ONCE. You will need to remove the AND HD_TICKET.CREATED > DATE_SUB(NOW(), INTERVAL 5 SECOND) line to make it update every time you update the child ticket.

You can replace the custom fields with whatever fields you want. 

If you want to map field to field instead of field to comments

SET HD_TICKET.fieldname = PARENT.fieldname,
SET HD_TICKET.fieldname1 = PARENT.fieldname1,
and so on.

I made the code to only work if the parent ticket is in Queue 9 (and PARENT.HD_QUEUE_ID = 9). You will need to change this to work for your system.
Answered 09/11/2014 by: h2opolo25
Red Belt

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