I'll first explain what I'm trying to accomplish.

I'm building an new hire onboarding process.
Step 1 -  a user enters a new hire ticket in the HR queue
Step 2 - HR approves the new hire and closes the ticket
Step 3 - Ticket rules sends email to an account setup queue
Step 4 - New ticket is created in account setup queue for any accounts needing to be setup for new user

(There's a little more to the process but I'm simplifying it for this question)

There are some custom fields in the HR ticket from step 1 that I would like the data written to hidden custom fields in the account setup queue in step 4.
I found that doing @custom_1=XXX in step 3 doesn't work if the field is set to hidden.

I realize the most simple answer is change the fields to be visible however I only need the values in these fields to query against and I don't want the queue owners to be able to change the values.

Anybody know of a way to do this?  
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The way I am doing this is to have the process create a child ticket and having a rule that copies the fields I want from the parent ticket to the child ticket. If the fields are empty I have another rule that automatically closes the child ticket once it's created. I also have a ticket that looks for a "Ready to Close" status on the parent ticket and closes that ticket automatically once the child ticket is closed.

So the process is as follows:
User creates HR Process.
Parent ticket is created in HR queue.
Child ticket is created in APP queue.
- Custom fields are copied from parent ticket to child ticket.
-IF custom fields destined for APP queue are empty, then the APP child ticket is closed automatically.
HR works the ticket and then selects "Ready to Close" status.
APP works the ticket and closes it once complete.
Rule sees APP ticket closed and HR parent ticket that has "Ready to Close" status closes automatically.

I can post the MySQL code if you would like.
Answered 10/14/2014 by: h2opolo25
Red Belt

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I was able to figure it out.  There may be a better way but this works.

I created a custom field in the Accounts queue "aa" that will store the ticket ID from the original ticket in the HR queue "hr"

With that information I created the following rule.  All the fields under SET are the hidden fields where the values are copied from the parent ticket.

Update HD_TICKET aa
INNER JOIN HD_TICKET hr
ON aa.CUSTOM_FIELD_VALUE11 = hr.ID
SET 
aa.CUSTOM_FIELD_VALUE0 = hr.CUSTOM_FIELD_VALUE16,
aa.CUSTOM_FIELD_VALUE1 = hr.CUSTOM_FIELD_VALUE17,
aa.CUSTOM_FIELD_VALUE2 = hr.CUSTOM_FIELD_VALUE18,
aa.CUSTOM_FIELD_VALUE3 = hr.CUSTOM_FIELD_VALUE19,
aa.CUSTOM_FIELD_VALUE4 = hr.CUSTOM_FIELD_VALUE20,
aa.CUSTOM_FIELD_VALUE5 = hr.CUSTOM_FIELD_VALUE21
where        (aa.ID in (<TICKET_IDS>))
Answered 10/14/2014 by: mds1981
Senior Yellow Belt

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