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KACE Product Support Question


Custom Ticket Rule - Exclusion statement in the update query

07/31/2017 426 views

For each site I have a rule which will automatically assign new  tickets to a specific owner.  There are some instances where the submitter and the queue owner are the same person and the ticket needs to go to the Help Desk. When manually assigning to Help Desk the rule automatically reverts back to queue owner.  How can I keep the rule from running if the submitter and user name are the same ? 


This is my current update query:


update HD_TICKET as T, USER as T5
    set T.OWNER_ID = T5.ID
    where T5.USER_NAME = 'Ted.Keller' and
        (T.ID in (<TICKET_IDS>))

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Ok so I would suggest using a hidden switch field for when the initial rule runs, put simply configure a custom field, single select with 1 or 2, default value 1. Add to your rules to only run the rules when that field is 1 and set the value to 2 in the update rule.  This will then mean that the auto assign rules will not fire again. Once all the rules are working hide the custom field.

If you need any help with this feel free to get in touch
Answered 07/31/2017 by: Hobbsy
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