/build/static/layout/Breadcrumb_cap_w.png

Update Ticket Owner from custom field

I have rules that pulls the Manager info from LDAP all the way into a custom field (HD_TICKET.CUSTOM_FIELD_VALUE3) in a ticket.  I'm looking for some query help as I'm wanting to create an update query that will update the ticket owner to the manager listed in the custom field.  I'm a little rusty on my scripting so some help would be appreciated.

Asked 10 years ago 1177 views
2 Comments   [ + ] Show comments
  • Is HD_TICKET.CUSTOM_FIELD_VALUE3 storing the user ID of the manager or something else (name, username, etc.)? - chucksteel 10 years ago
  • It's storing the managers Full name. I've created the below which seems to do what I need. (Note I'm also moving the ticket to a different queue)

    update HD_TICKET
    SET HD_TICKET.HD_QUEUE_ID = 7,
    HD_TICKET.OWNER_ID = (select USER.ID from USER where FULL_NAME = CUSTOM_FIELD_VALUE3)
    where
    (HD_TICKET.ID in (<TICKET_IDS>)) - mds1981 10 years ago

Answers (0)

Be the first to answer this question

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ