We currently display device name in our service desk how do I display device serial number in the ticket?
We currently display device name in our service desk how do I display device serial number in the ticket? I know I probably have to use a custom field but, how do I call the Bios serial number and populate that into the ticket?
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Posted by:
h2opolo25
9 years ago
You will need to create a custom field and then do a Ticket Rule to look at the user last login on a machine and pull the BIOS serial number from that.
Steps:
Create custom field with type Single Select.
Remember the value. For Example CUSTOM_2.
Set it as Read Only
Create Ticket Rule:
Select:
select HD_TICKET.*,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
HD_TICKET.ID as TICKET_ID,
STATE,
if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,
if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED,
if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED,
if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED,
if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,
if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED,
if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,
if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,
case upper(STATE)
when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED)
when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED)
else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,
if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,
if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,
if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,
if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved',
if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
Q.NAME as QUEUE_NAME
from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
LEFT JOIN USER U1 on U1.ID = HD_TICKET.OWNER_ID
LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
LEFT JOIN USER U3 on U3.ID = HD_TICKET.APPROVER_ID
LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID
LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID
where HD_PRIORITY.ID = HD_PRIORITY_ID
and HD_STATUS.ID = HD_STATUS_ID
and HD_IMPACT.ID = HD_IMPACT_ID
and HD_CATEGORY.ID = HD_CATEGORY_ID
and (( (1 in (select 1 from MACHINE where HD_TICKET.MACHINE_ID = 0)) ) and HD_TICKET.HD_QUEUE_ID = 1 )
Update:
UPDATE
HD_TICKET
Inner Join USER On HD_TICKET.SUBMITTER_ID = USER.ID
Inner Join MACHINE On USER.FULL_NAME = MACHINE.USER_FULLNAME
SET HD_TICKET.CUSTOM_FIELD_VALUE# = MACHINE.BIOS_SERIAL_NUMBER
WHERE HD_TICKET.ID IN (<TICKET_IDS>)
For your custom field value above, if the custom field was CUSTOM_2 then enter CUSTOM_FIELD_VALUE1. Basically CUSTOM_# = CUSTOM_FIELD_VALUE#-1
Choose "On Ticket Save" for schedule.
That should do it. You might want to clone one of your Queues and make it a test queue if you don't have one. It comes in handy. Just make sure to hide it from the users by adding just yourself to submitters.
Comments:
-
Instead of grabbing the value for the serial number based on the user I would use the value for the machine set in the ticket, they may not always be the same. In that case the update query would read:
UPDATE HD_TICKET SET HD_TICKET.CUSTOM_FIELD_VALUE2 = (select MACHINE.BIOS_SERIAL_NUMBER FROM MACHINE WHERE MACHINE.ID = HD_TICKET.MACHINE_ID)
WHERE HD_TICKET.ID IN (<TICKET_IDS>) - chucksteel 9 years ago
