Ticket Assignements
I'm trying to figure out if in a ticket rule to referr to the account that is logged into KACE.
The idea is that if a support person is logged in and assigns a ticket to themselves, upon save it react to whatever the rule is set to do. Like upon save change status from "new" to "work in progress."
The idea is that if a support person is logged in and assigns a ticket to themselves, upon save it react to whatever the rule is set to do. Like upon save change status from "new" to "work in progress."
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Posted by:
GillySpy
13 years ago
That sounds like a wizard rule:
step 1:
owner contains _
and status = new
step2:
status = work in progress
step 1:
owner contains _
and status = new
step2:
status = work in progress
Posted by:
londeaux
13 years ago
Yeah figured that part that out, but we want the owner of ticket and the person who's logged into KACE to be the same. Otherwise, if the ticket is assigned to someone else it becomes "work in progress" and the owner may not know they have a new ticket assigned to them.
We're just trying to automate as many steps as possible.
Our owners are already complaining about the escalation emails.
We're just trying to automate as many steps as possible.
Our owners are already complaining about the escalation emails.
Posted by:
GillySpy
13 years ago
Oh i see, currently there is no way for a rule to determine who is logged into the kbox. However, there is a way for a ticket rule to determine who made the change.
Whatever rule you get out of the above you could modify it to join in HD_TICKET_CHANGE table.
JOIN HD_TICKET_CHANGE ON HD_TICKET.ID=HD_TICKET_ID and HD_TICKET_CHANGE.ID=<CHANGE_ID> and OWNER_ID=HD_TICKET_CHANGE.USER_ID
That would mean we know the change in hand was made by the owner.
Whatever rule you get out of the above you could modify it to join in HD_TICKET_CHANGE table.
JOIN HD_TICKET_CHANGE ON HD_TICKET.ID=HD_TICKET_ID and HD_TICKET_CHANGE.ID=<CHANGE_ID> and OWNER_ID=HD_TICKET_CHANGE.USER_ID
That would mean we know the change in hand was made by the owner.
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