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KACE Product Support Question


Can I display other submitter contact info in my service desk ticket

07/07/2015 565 views

In this particular queue we have renamed the submitter field to be requestor.

We have imported a number of fields to the users via LDAP


within the ticket I only see certain fields (e-mail, work phone, location).  Is there somewhere I can set to see more or different fields within the ticket?  (I know I can click on the info icon and see the details, but would like to see them directly in the ticket).

 


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The data that you have imported in from LDAP is limited to be displayed on the info icon. You can add some custom fields into the main ticket that then will display the data you want . 

You will need to create a custom field within the ticket that uses the Query: option

The basic example show in the custom ticket area says the following:

"query: select distinct(LOCATION) from USER"

But you can expand out the SQL to be more complex. Let's say you want the Home Phone number to show for the user then the following might work (I haven't tested it apologies)

Query: Select HOME_PHONE From USER Inner Join HD_TICKET On USER.ID = HD_TICKET.SUBMITTER_ID Where HD_TICKET.SUBMITTER_ID = USER.ID' 

The basic SQL format stays the same even in the query statement

SELECT what
FROM which tables
WHERE is equal to
Answered 07/07/2015 by: Hobbsy
Red Belt

  • Thanks - interesting idea re: the query for the custom field. I have only used the query to provide values for a dropdown custom field. In your suggestion, would I use the select as the default value?
    • In effect it is the same idea you just force the query down to a single result rather than a selection, that should work........
      • Thanks I will give it a try!

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