We are about to start using the help desk system on Kbox. There has been some request for modifications on what happens when you enter a ticket. In our "add a ticket" screen there is a spot for "site" & "department". Both of the fields are populated from the user database in kbox using this string in the custom fields (query: select distinct (CUSTOM_2) from USER). This populates the drop down menu for user selection. But what I would like to happen is have both the site and department field be automatically set when the submitter's name is selected.
Is there a way to add a query to do this?


thanks.
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Answers

1
You would need to write a ticket rule to do this.

It would be an on ticket save rule. The query would be a join of the ticket and the submitter. The update would modify the custom field in the ticket to be equal to the appropriate custom field of the user

Keep in mind that HD_TICKET.custom_field_value0 is the field that stores the values of "custom 1" in the ticket configuration but USER.CUSTOM_1 stores the values of "custom 1" in the user record.
Answered 12/08/2009 by: GillySpy
Seventh Degree Black Belt

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1
The short answer to your question is no, not actively anyway. The KBOX can't use nested values (except for categories) and it does not have the ability to dynamically populate fields based on other field choices. However, you can create custom ticket rules, as Gerald has suggested. You'd simply need to configure a custom rule to set the site and department when the submitter's name is equal to whomever you are setting up the rule for. If it's on ticket save, then it will be instantaneous when the ticket is saved - the department and site will automatically appear when the submitter or an owner looks at the ticket.
Answered 12/09/2009 by: airwolf
Tenth Degree Black Belt

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Airwolf;
As I read your answer is states setting up a rule to change the site and department for "whomever" you are setting the rule up for. So if I understand this I would have to create a rule for each user that I have listed in the user database?
Is that correct?

Kris
Answered 12/09/2009 by: kdasanmartino
Second Degree Green Belt

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Not necessarily. That would be one way to do it, but if you use LDAP then you can pull custom AD fields and set the ticket rule up to automatically find and set the site and department when the ticket is saved with a user - assuming you store site and department data somewhere in your AD structure (if you're using AD).
Answered 12/10/2009 by: airwolf
Tenth Degree Black Belt

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Yes, we are using AD here and I have imported that data into kbox user sql database.
So now it's just a matter of writting the SQL statment to do it.

thank for your help.
Answered 12/10/2009 by: kdasanmartino
Second Degree Green Belt

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2
I played with this along with GillySpy's tip and came up with the following. Working fine here, hopefully this can save someone else some time.

John
______________________________

I have the Department field filled out in ADUC (Organization tab - Department field) and the KBOX pulls this via LDAP import. In the LDAP import setup, the Department is set to appear in the Custom 2 user field (in the User Contact Info popup, next to Submitter). For the tickets, I have the Department field set as Custom_4 in the GUI (which is CUSTOM_FIELD_VALUE3 in SQL). This is all done so I can run a custom report on tickets (querying this field) for the Sales users (as instructed by our Sales VP), but I suppose it's also useful to have the departments listed on the tickets without resorting to the popup.
______________________________

Title:
Autopopulate Department Field

Order:
10

Notes:
Automatically populates department field (custom field 4 in UI, custom field 3 in SQL) with department name. This is to help facilitate creation of weekly Sales reports.

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.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_VALUE3 = S.CUSTOM_2 WHERE T.ID=<TICKET_IDS>
Answered 10/03/2011 by: jverbosk
Red Belt

  • Thanks john.Thats exactly what I was looking for.
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