Adding Work to Comments in Service Desk ticket

Hello ninjas,

I require your deep knowledge and talent for help in creating a Custom Ticket Rule to achieve copying Work added by an agent to Comments in a Owners Only post.  The reasoning behind it is simply that it is easier to have the full thread of activity in one place since History tab does not feature Work details but we still appreciate being able to track time spent.

Many thanks

2 Comments   [ + ] Show comments
  • Will your agents consistently enter the time worked on a ticket using a specific format? Something like TimeSpent=1
    If they will, then that number could be added to the Adjustment Hours in the HD_WORK table.

    If you don't think you can get them to do that, then creating a rule to find that information will be difficult.

    Also, inserting data into the database is risky to say the least, and if the rule breaks anything Quest support won't provide assistance until the data is restored from backup. - chucksteel 2 years ago
    • Well the consistency is enforced by Kace. In the Start and End fields. That being said I really don't much care about transfering time info to the comments. I really only want the text from Work to carry over to Comments. - SadCorn 2 years ago
      • Gotcha. I was reading it the other way around. The complication then becomes if the agent doesn't enter a comment, then there isn't anything to append the work to. Creating a comment is similarly difficult. Do they always enter a comment? I'm guessing not.

        There is an option for rules to add a comment, but it doesn't accept variables like the email to user option, unfortunately. You can vote for that feature here: https://kace.uservoice.com/forums/82699-sma-k1000/suggestions/8066940-allow-ticket-rules-to-insert-sql-variables-varia - chucksteel 2 years ago
  • Well so far they do always enter a comment but as it cannot be enforced, the risk is there that it doesn't happen. - SadCorn 2 years ago

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