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Scripting Question


Can you create custom ticket rules to pull custom fields from parent ticket dynamically?

09/12/2016 1432 views
I'm attempting to create a custom ticket rule that pulls fields from the parent ticket based upon it's queue. 
For example.
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?

Thanks,
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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.

Answered 09/13/2016 by: chucksteel
Red Belt

  • The problem there is that the child queues have different custom field titles than the parent queues. So the information doesn't translate well. I just need to be able to push certain values based on the queue id. I have created rules that can push the values from the parent to the children but I don't know how to determine the child queue id in kace. Any suggestions?
    • The queue id is stored in HD_TICKET.HD_QUEUE_ID. In your update rule you should be able to specify which custom field you are updating based on its ID, e.g. CUSTOM_FIELD_VALUE0 for the first field. You may end up having multiple rules to keep things more simple.
  • I managed to create something that works. I have a process that creates a parent with 4 children. So I have created 4 ctr's for simplicity's sake.

    SELECT
    CHILD.ID,
    CHILD.TITLE,
    CHILD.CUSTOM_FIELD_VALUE0,
    CHILD.CUSTOM_FIELD_VALUE1,
    HD_TICKET.CUSTOM_FIELD_VALUE0,
    HD_TICKET.CUSTOM_FIELD_VALUE4,
    CHILD.HD_QUEUE_ID,
    CHILD.PARENT_ID
    FROM
    HD_TICKET CHILD, HD_TICKET
    WHERE
    CHILD.PARENT_ID = HD_TICKET.ID
    AND HD_TICKET.RESOLUTION not like '%Fields pushed to child tickets%'

    UPDATE
    HD_TICKET CHILD,
    HD_TICKET
    SET
    CHILD.CUSTOM_FIELD_VALUE0 = HD_TICKET.CUSTOM_FIELD_VALUE0,
    CHILD.CUSTOM_FIELD_VALUE1 = HD_TICKET.CUSTOM_FIELD_VALUE4,
    HD_TICKET.RESOLUTION = CONCAT(HD_TICKET.RESOLUTION,' Fields pushed to child tickets')

    WHERE
    CHILD.PARENT_ID = HD_TICKET.ID AND CHILD.HD_QUEUE_ID = "1"

    Thanks again for the help.

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