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KACE Product Support Question


Client Responded Back Status

02/19/2016 583 views
Since going to 6.4 the client responded back doesn't seem to work correctly.  The technician puts in a comment with what they are waiting on, changes the status to waiting on client to respond and as soon as they hit apply changes or save the status flips to client responded back.

Has anyone else seen this problem and if so how did you get it resolved?

Thanks 
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Comments

  • Here is the SQL that has been set up and working but no longer works:
    Query:
    select distinct HD_TICKET.ID,
    HD_TICKET.OWNER_ID as OWNER_ID,
    HD_TICKET.ID as TICKNUM,
    HD_TICKET.TITLE,
    HD_STATUS.NAME AS STATUS_NAME,
    HD_STATUS.STATE as STATE,
    OWNER.USER_NAME as OWNER_NAME,
    OWNER.FULL_NAME as OWNER_FULLNAME,
    OWNER.EMAIL as OWNER_EMAIL,
    UPDATER.USER_NAME as UPDATERNAME,
    UPDATER.EMAIL as UPDATEREMAIL
    from (HD_TICKET, HD_STATUS)
    left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
    left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
    left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
    left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
    where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
    and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
    and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
    and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
    and HD_STATUS.ID in (9)
    and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
    and UPDATER.ID > 0

    Update:
    update HD_TICKET as T, HD_STATUS as STATUS
    set T.HD_STATUS_ID = STATUS.ID,
    T.RESOLUTION = CONCAT(T.RESOLUTION,'
    Reopened'),
    T.TIME_OPENED = IF(STATUS.STATE = 'opened', NOW(), T.TIME_OPENED),
    T.TIME_CLOSED = IF(STATUS.STATE = 'closed', NOW(), T.TIME_CLOSED),
    T.TIME_STALLED = IF(STATUS.STATE = 'stalled', NOW(), T.TIME_STALLED),
    T.SATISFACTION_RATING = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_RATING),
    T.SATISFACTION_COMMENT = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_COMMENT)
    where STATUS.NAME = 'Client Responded Back ' and
    T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and (T.ID in (<TICKET

All Answers

0
I was able to find the problem and correct it however it we are also noticing that even though a ticket - any ticket sends a comment it goes to the client regardless of if the owners only comment is checked or not.  This seems to happen consistently since going to 6.4. 
Answered 02/22/2016 by: scarpent
5th Degree Black Belt

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