/build/static/layout/Breadcrumb_cap_w.png

Scripting Question


Dell K1000 - Service Desk - Create Ticket via Ticket Rule per SQL command?

08/30/2016 1180 views
Hello,

is it possible to create tickets via ticket rule per sql command?

If yes, how?

Hope somebody can help me, thank you!
Answer Summary:
0 Comments   [ + ] Show comments

Comments


Answer Chosen by the Author

2
You can't create them using a SQL command, as far as I know. Some users have been able to use a rule to send an email to a queue to create a ticket, however. I believe that you need to add root@yourkaceserver.domain.com for those emails to be accepted.
Answered 08/30/2016 by: chucksteel
Red Belt

  • I've found no possibility to create the tickets complete per sql command. Thank you anyway!

Community Chosen Answer

2
Thanks for your response chucksteel!

Pity! It would have been awesome if there is a way to put this rule into the kace..

Is it possible to create a ticket with sending an email and the kace filled the ticket automatically with assets?
For example; the email subject includes an asset (maybe a switch, or a room), and
the kace filled this ticket with all associated assets?

Oh dear, I read that question and I realize how awfully this damn request is...
I still hope you can help me
Answered 08/31/2016 by: svmay
Red Belt

All Answers

1
Update: I have found a way to create a new ticket with a SQL command in a ticketrule.

Edit: I can´t open the ticket - when I open it, i get an error message..

I keep trying to find a solution..
Answered 08/31/2016 by: svmay
Red Belt

1
I can fill the table HD_TICKET with a new ticket rule (SQL)

> SQL Select:
SELECT 1 AS 'TICKET.ID'
> SQL-Update:
INSERT INTO ORG1.HD_TICKET (TITLE, SUMMARY, HD_PRIORITY_ID, HD_IMPACT_ID, MODIFIED, CREATED, OWNER_ID, SUBMITTER_ID, HD_STATUS_ID, HD_QUEUE_ID, DUE_DATE, IS_MANUEL_DUE_DATE, TIME_STALLED, APPROVE_STATE, SERVICE_TICKET_ID)

VALUES ('EXAMPLE', 'DESCRIPTION', 1, 3, NOW(), NOW(), 11, 11, 4, 1, NOW() + INTERVAL 7 DAY, 1, NOW(), 'closed', 0)
I think the problem is that the associated tables are empty..

How can I fill the associated tables (HD_TICKET_CHANGE and HD_TICKET_CHANGE_FIELD) in relation to the created ticket?

Has anyone an idea?
Hope for help - thanks!
Answered 08/31/2016 by: svmay
Red Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

View more:

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ