Can you create custom ticket rules to pull custom fields from parent ticket dynamically?
I'm attempting to create a custom ticket rule that pulls fields from the parent ticket based upon it's queue.
If the parent is in queue 1 and creates children in queues 3 and 4, I'd like the child in queue 3 to pull Custom Field Value 1 and the child in queue 4 to pull Custom Field Value 2. But, If the parent is in queue 2 and creates the same children I'd like the child in queue 3 to pull Custom Field Value 3 and the child in queue 4 to pull Custom Field Value 4.
I'm thinking that I could convert the parent ticket title to string and then match a custom variable to a string value and set the rule to run when the string value matches the set custom variable. Using 2 rules set for 2 custom string variables I could then set the child tickets to only pull certain values based on ticket title.
Any KACE experts who might be able to point me in the right direction?
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Posted by: chucksteel 4 years ago
Rules are queue specific when the select tickets, so create a rule in queue 1 that will update tickets which match given criteria and update their children (regardless of their queue, just based on ticket number). You would have a similar rule in queue 2 that updates the children from that queue.