(K1000)  I've been reading around and refuse to accept the fact that we're so restricted in our customer views and ability to share them.  Is there any way to get around the 4 field maximum?  And I've tried the little trick of logging into KACE/ADMINUI for the URL but all it gives me is the custom view NAME at the top, which is of no use.  As far as pushing out this view to other people, I'm sure there is a script that can be written to automatically create it within their profile, any one pushed farther with this custom views stuff?

It's very important to have dynamic on-screen reporting for the managers and criteria for them to view tickets as opposed to running "reports."

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I've discovered this in the URL for SEARCH... that's about all I can find.... (Beautiful coloring by muah)

dpkace/adminui/ticket_list.php?FINDFIELDS[WFIELD1]=HD_STATUS.NAME&FINDFIELDS[EXP_SELECT1]=EQUALS&FINDFIELDS[INPUT1]=Resolved&FINDFIELDS[UNION_SELECT2]=AND&FINDFIELDS[WFIELD2]=HD_TICKET.APPROVAL&FINDFIELDS[EXP_SELECT2]=NOT_EQUAL&FINDFIELDS[INPUT2]=Resolved&FINDFIELDS[UNION_SELECT3]=OR&FINDFIELDS[WFIELD3]=HD_TICKET.APPROVAL&FINDFIELDS[EXP_SELECT3]=NOT_EQUAL&FINDFIELDS[INPUT3]=Resolved&FINDFIELDS[UNION_SELECT4]=AND&FINDFIELDS[WFIELD4]=HD_TICKET.APPROVAL&FINDFIELDS[EXP_SELECT4]=NOT_EQUAL&FINDFIELDS[INPUT4]=Resolved&aq_search=Search

Answered 04/15/2013 by: Wildwolfay
Red Belt

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You could theoretically write a custom ticket rule that would copy a custom view from one user to another. They are stored in HD_TICKET_FILTER.

I would also recommend that you add system wide custom views as a feature request using the KACE user voice forum: http://kace.uservoice.com/forums/82699-k1000

 

Answered 04/16/2013 by: chucksteel
Red Belt

  • I believe it has been added, and it's even slated for "began" by KACE. Although it seems it hasn't been updated in a year or two...
    using "SELECT * FROM HD_TICKET_FILTER" I can see all of the custom fields. You're saying I could copy/paste those find field values unto other peoples USER_ID ?
    • The only way to write to the database is my using custom ticket rules. You would need to craft a custom ticket rule that would let you make the necessary changes to the HD_TICKET_FILTER table. I'm not positive of the best way to copy a view from one user to another, however.
  • You're point to the hd_ticket_filter table was extremely helpful, although now I'm getting a command denied restriction when I try to insert data into the table. Have you dealt with this before (or is this why you said create a ticket rule with an update query?)
    • If you're viewing the table with the R1 user through something like MySQL Workbench then you only have read access to the database. The only way you can make changes is to create custom ticket rules that make them for you. Normally they are used to make changes to helpdesk tickets but they can actually be used to make changes anywhere in the database. A good example from the KACE knowledge base is this article on how to import categories: http://www.kace.com/support/resources/kb/article/How-To-Import-HelpDesk-Categories-from-a-Spreadsheet.
  • Thanks for all the replies Chuck (I know you triple hit this one). The logic of updating it through a ticket rule makes sense, just seems silly that we can't modify OUR appliance. (That link is broken by the way.)
    • Doh, silly punctuation (I added a period): http://www.kace.com/support/resources/kb/article/How-To-Import-HelpDesk-Categories-from-a-Spreadsheet
  • Thanks, I actually found it MUCH more timely to just Add a ticket rule, and put the INSERT INTO sql directly into the first query and just disable everything else. It will say "found 0" in the run log but it actually executes and writes into the database. (in this case, I created a custom view for another user).

    Now I just need to find out where the user ID is populated and I can move from there.
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