I need to write a ticket rule that could accomplish this. We have about 15 different H/D queues. Each queue has its own members (support,network,oracle,etc). If a ticket ends up in queue A and a technician needs to assign the ticket to another person in queue B, C, D, etc. They have to manually move the ticket from one queue to another queue (quessing what queue the new owner is in) and then assign it to that person. I need to figure out a way that would pick a member of another ticket queue from a dropdown or something, move the ticket to that queue and then assign ownership of the ticket to that person selelected. I have created a label that holds all ticket owners to maybe select from or each queue thats also has its own user label.
Any direction would be appreciated.

Thank you
Ray
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I would approach this with the following:
Step 1: Create an Asset Type with the following fields:
Name - Queue:Technician (human readable and will show in the select drop down)
Queue ID - Text field holds the queue ID
Technician - User field to select the Technician (this should store the user ID in the database)

Once you setup this asset type, make a note of the asset type ID, you'll need it in the following steps.

Step 2:
Add a custom field (I would call it something like Transfer To) in each service desk queue that will perform a query on the asset type listed above. To do this, the field type is single select and in the select values you enter:
query:select ASSET.NAME FROM ASSET WHERE ASSET_TYPE_ID=<asset type ID created in step 1> ORDER BY ASSET.NAME ASC


Step 3:
Create a rule that will check for a value in Transfer To and perform the magic based on that. It would need to:
1. Change the queue id to the value found in the new asset's data table (this is going to be something like asset_data_x, where x is the ID of the asset type
2. Set the technician to the user id found in the same table.
3. You might also want to clear out the Transfer To column, otherwise this will run every time the ticket is saved.

I haven't written a rule to change the queue id, so I don't know if just changing it in the hd_ticket table is enough.

You will have to look at the database to determine some of the correct column names for the SQL statements. When Kace builds the asset_data_x table the column names will have field_y names. When you create your update query you will need to perform a sub-query to get the data from the asset_data_x table.

For Example:
set HD_TICKET.HD_QUEUE_ID = (SELECT ASSET_DATA_X.FIELD_Y FROM ASSET_DATA_X WHERE ASSET_DATA_X.ID = (SELECT ASSET.ASSET_DATA_ID FROM ASSET WHERE ASSET.NAME = HD_TICKET.CUSTOM_FIELD_VALUE13))


As you can see, this query will be very complicated and will be very customized to your KBox, as many of the tables and column names will be unique. Once you have the asset type and custom field set and know the table schemas writing the rules becomes easier, although not simple by a long shot. As far as I know it should be possible, though.
Answered 11/21/2011 by: steelc
Senior Yellow Belt

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Ray, is there any overlap of owners across the queues?

Or do you have any available custom fields that could be used for a drop down for the assignment?

If so does a custom field with a query something like this look good as a first step (make sure this is all on one line) for the selection

query: select concat(L.NAME,' - ',OWNERS.USER_NAME) from USER OWNERS JOIN USER_LABEL_JT UL ON OWNERS.ID=UL.USER_ID JOIN HD_QUEUE_OWNER_LABEL_JT QO ON QO.LABEL_ID=UL.LABEL_ID JOIN LABEL L ON L.ID=QO.LABEL_ID ORDER BY 1


If that works for you and the list isn't too daunting then we can leverage a modification of faq 615 to do the rest of the work.
Answered 11/23/2011 by: GillySpy
Seventh Degree Black Belt

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sorry meant to do a reply to ray instead of steelc. Ray, if you are seeing this I posted a reply in this thread to you.
Answered 11/29/2011 by: GillySpy
Seventh Degree Black Belt

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