Creating a HelpDesk user field limited to only the Submitters employees

Hello,  I am building some request forms (ticket template used for a process) in Kace and am trying to limit the users a submitter can see/select in a custom field to only those that have the submitter selected as their manager. For instance, Bob is submitting a process ticket, and when selecting the field "User", of the 40 employees at the company the only options he has are Claire and Doug. This is  because both have Bob selected as their Manager in their User Detail.

The field is setup as Single-Select and I have the following query to start, which pulls all the users. Sorry, I am not versed in SQL, I'm assuming I need a "where" statement but unsure how to build it. Any assistance would be appreciated!

query: select full_name from USER 

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Answers (1)

Answer Summary:
Posted by: Hobbsy 2 years ago
Red Belt

Top Answer

That should be possible if you have imported the field into AD that contains the manager of every user.

It should be something like select user.id where the manager field contains a user is that is the same as the submitter.

But you will not be able to get this field to be dynamic as you will need to save the ticket record so that the submitter is is saved for the query to run?

However with a clever use of templates and conditional formatting you may be able to make this quite slick.

  • So, I get that since the ticket isn't saved yet, I wouldn't be able to have that query run for the submitter field. What about by the current logged on user? Is there a way to build the field to query where user.manager_ID = the current person logged in and accessing Kace? - SATPip 2 years ago
    • No, basically you can only use data once it is saved in the ticket, so a ticket rule or SQL drop down has no way of knowing who is actually logged in until you write it in the HD_TICKET table - Hobbsy 2 years ago

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