Hello, 

I'm attempting to have a field listed in my service desk for my technicians for a phone number to call back on.  The phone number field has to be populated based on the query that returns back from the prior custom query and selection. 

example: 

CUSTOM_1    query:select full_name from USER ORDER BY full_name

CUSTOM_2    query:select work_phone from USER WHERE user_name = %custom_2%

 

What should replace the %custom_2%   ??     

If I update the value selected from Custom_1, will custom_2 auto-update with the phone number?

 

Thanks!

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Community Chosen Answer

3

Have you tried it?  If it doesn't work, you might consider setting up two ticket rules to handle this (and use the Order field to ensure the full_name gets applied first).  Here's one to help with the full_name (which I'm also using in my setup):

Frequency:
on Ticket Save

Select Query:
SELECT HD_TICKET.ID AS ID FROM HD_TICKET
JOIN USER S ON (S.ID = HD_TICKET.SUBMITTER_ID)
WHERE (HD_TICKET.HD_QUEUE_ID = 1 and HD_TICKET.SUBMITTER_ID <>0)

X Run an update query, using the results from the one above

Update Query:
UPDATE HD_TICKET T
JOIN USER S ON (S.ID = T.SUBMITTER_ID)
SET T.CUSTOM_FIELD_VALUE0 = S.FULL_NAME WHERE T.ID=<TICKET_IDS>

Hope that helps!

John

Answered 01/18/2013 by: jverbosk
Red Belt

  • John you beat me to the punch!
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Answers

1

The Queries for the custom fields are looking directly at the database to fill in their information.  They are nor looking at the selected value in a ticket.  There is not a way with only the custom fields to have one populated based on what is chosen in another.  

There might be able to be done using a custom ticket rule since it looks directly at the values in a ticket.

Answered 01/18/2013 by: WhitzEnd
Seventh Degree Black Belt

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