Service Desk - Auto Populate CC List
I'm looking to create a custom ticket rule that would populate the CC List from a custom field that is pulling users. Possible?
Answer Chosen by the Author
Yes, that should be possible. This update query should work:
set HD_TICKET.CC_LIST =
(select USER.EMAIL from USER where USER.ID = HD_TICKET.CUSTOM_FIELD_VALUE0)
(HD_TICKET.ID in (<TICKET_IDS>))
This would set the CC_LIST value equal to the email address of the custom user specified in Custom Field 1 (CUSTOM_FIELD_VALUE0 in the table). Note that this will remove any entries already in the CC_LIST field and replace it.
Answered 05/06/2015 by: chucksteel
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