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.
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,
0 Comments
[ + ] Show comments
Answers (1)
Answer Summary:
Please log in to answer
Posted by:
chucksteel
7 years ago
Top Answer
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.
Comments:
-
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? - antbarrone 7 years ago
-
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. - chucksteel 7 years ago
-
Thank you! - antbarrone 7 years ago
-
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. - antbarrone 7 years ago
