I was wondering if the machine field in the service desk will auto populate when putting in a ticket? I was under the impression that if you put in a ticket with the kbox agent it would automatically populate the field.
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It is a known issue that if the user submits it by webui then the machine doesn't get set. However, if you put in a ticket by email then it will get set automatically.

This may also work:
  1. change the settings of the machine field required=Not Required
  2. visible=owners-only/visible to users
This hides it from the userui for the ticket submision(making it work) but now has it correctly in the ticket after it is submitted via the web.
Answered 09/19/2011 by: GillySpy
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We have ours set like that, Gerald... and it still works sporadically. Half of the time it is set properly, and the other half it just grabs a seemingly random machine. The majority (roughly 90%) of our tickets are submitted via webui.
Answered 09/20/2011 by: airwolf
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one could also have a ticket rule set it based on user name. This one (not tested) sets it anytime it's not set

frequency=on ticket save

select query:
select HD_TICKET.ID FROM HD_TICKET JOIN USER SUBMITTER ON SUBMITTER_ID=SUBMITTER.ID JOIN MACHINE M ON M.LAST_USER=SUBMITTER.USER_NAME
WHERE MACHINE_ID=0 and SUBMITTER_ID<>0


update query:
update HD_TICKET T JOIN USER SUBMITTER ON SUBMITTER_ID=SUBMITTER.ID JOIN MACHINE M ON M.LAST_USER=SUBMITTER.USER_NAME
SET MACHINE_ID=M.ID
WHERE T= <TICKET_IDS>
Answered 09/20/2011 by: GillySpy
Seventh Degree Black Belt

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