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

Hello,

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

If yes, how?

Hope somebody can help me, thank you!

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Answers (4)

Answer Summary:
Posted by: chucksteel 4 years ago
Red Belt
2

Top Answer

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.

Comments:
  • I've found no possibility to create the tickets complete per sql command. Thank you anyway! - svmay 4 years ago
Posted by: svmay 4 years ago
Red Belt
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
Posted by: svmay 4 years ago
Red Belt
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..
Posted by: svmay 4 years ago
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!

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