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KACE Product Support Question


Custom Ticket Field: Queue name

12/17/2014 1397 views
Hopefully this will be quick and easy:

In the Service Desk when viewing a ticket I'd like to display the name of the queue to which a ticket belongs. I imagine a Custom Field is the answer, but need a little guidance on how to get it to represent the queue relationship.
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I doubt you can do the query in a custom field but you can create a custom field and call it Queue.
Then you create a ticket rule to update that field for you.

For example, this select statement will show the queue for the specified ticket. I'm sorry, I don't have the time at the moment to implement this for you but hope this helps you out.

select Q.NAME from HD_TICKET T 
left join HD_QUEUE Q on Q.ID = T.HD_QUEUE_ID 
where T.ID in (<TICKETS_IDS>)

You'd have to select your desired tickets (all or new,etc...) and run an update query to pull the HD_QUEUE.NAME that is associated with the HD_TICKET.HD_QUEUE_ID of the ticket and update the CUSTOM_VALUEx value with it.
Answered 12/17/2014 by: h2opolo25
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