Parent/Child Ticket Copy Data except when allow ticket to be parent is checked
Below is the rule I am currently using and it works. What I want to add is that if the Allow Ticket to be Parent has a check mark I don't want these fields to copy. What is happening currently is that this rule works great when the parent is part of a process. When a ticket is flagged to be allowed to be parent and we tie child tickets to it (say for an outage) I don't want this rule to run because each child ticket will have different information in each of the fields identified in the rule. I test in My SQL and it works I put into production and the rule stops working for all child tickets.
Select Query:
SELECT PARENT.CUSTOM_FIELD_VALUE1, HD_TICKET.CUSTOM_FIELD_VALUE1, PARENT.CUSTOM_FIELD_VALUE2, HD_TICKET.CUSTOM_FIELD_VALUE2, PARENT.CUSTOM_FIELD_VALUE3, HD_TICKET.CUSTOM_FIELD_VALUE3,PARENT.CUSTOM_FIELD_VALUE4, HD_TICKET.CUSTOM_FIELD_VALUE4,PARENT.CUSTOM_FIELD_VALUE5, HD_TICKET.CUSTOM_FIELD_VALUE5, PARENT.CUSTOM_FIELD_VALUE6,HD_TICKET.CUSTOM_FIELD_VALUE6,PARENT.CUSTOM_FIELD_VALUE0, HD_TICKET.CUSTOM_FIELD_VALUE0, HD_TICKET.ID
FROM HD_TICKET PARENT, HD_TICKET
WHERE PARENT.ID = HD_TICKET.PARENT_ID AND
HD_TICKET.HD_QUEUE_ID = 1
Update Query:
UPDATE HD_TICKET PARENT, HD_TICKET
SET HD_TICKET.CUSTOM_FIELD_VALUE1 = PARENT.CUSTOM_FIELD_VALUE1,
HD_TICKET.CUSTOM_FIELD_VALUE2 = PARENT.CUSTOM_FIELD_VALUE2,
HD_TICKET.CUSTOM_FIELD_VALUE3 = PARENT.CUSTOM_FIELD_VALUE3,
HD_TICKET.CUSTOM_FIELD_VALUE4 = PARENT.CUSTOM_FIELD_VALUE4,
HD_TICKET.CUSTOM_FIELD_VALUE5 = PARENT.CUSTOM_FIELD_VALUE5,
HD_TICKET.CUSTOM_FIELD_VALUE6 = PARENT.CUSTOM_FIELD_VALUE6,
HD_TICKET.CUSTOM_FIELD_VALUE0 = PARENT.CUSTOM_FIELD_VALUE0
WHERE ((PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID = <TICKET_IDS>)
Answers (1)
So do you want to have a rule that copies data from a parent to children but not if it is part of a process? Is "Allow ticket to be a parent" a custom field?
Comments:
-
No I want the data to copy from parent to child if it is part of a workflow process that we have created. If we have an outage and create a parent ticket for the problem and then add all other tickets to that parent I don't want the data to copy. We have a new employee hire process that has the child tickets that are assigned to multiple techs. In this situation I want the data to copy. We have an email outage and the phones are ringing off the wall; we open a ticket check the box that says allow this ticket to be parent and then keep creating child tickets off that parent for all other users calling in. In that case I don't want the data to copy. I tried using a where statement that says Is_parent <> 1 and that seems to work in My SQL but then when I put it in production none of the data copies. Hope this makes sense. - scarpent 11 years ago
-
I would try making the rule based on category, then. You might need to make it match a set of categories that are either always part of a process or have it exclude those that don't match (e.g. Outage, etc.). I don't think KACE can identify whether a ticket is part of a process or just a parent so you'll need some other criteria to designate whether this rule will apply. - chucksteel 11 years ago
-
That's what I was afraid of. Doing by category wouldn't work because we have over 100 categories in our ticketing system and at least 30 we do workflow processes for and are getting ready to add more. Thanks - scarpent 11 years ago
-
How about the reverse? How many categories are used to report mass outages?
You may also want to consider moving some tasks into another queue, rather than having a huge number of categories in one service desk. - chucksteel 11 years ago
