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Scripting Question


Custom Ticket Rules Based on Due Date in KACE

05/13/2015 2126 views

Hi, we haveĀ users who check out mobile items like Laptops, Projectors and Tablets. We are looking for the best way to keep track of who has them, for how long and let the user know when it is due, automatically. I have set up a ticketing queue so that they can request and item. When they pick the item up we change the ticket status to "picked up". Right now I have a rule set so when a ticket is in this status for 14 days it will send an email informing the user that the item is due and change the ticket status to "Due". What I would like is to have the status change and email sent based on the due date in the ticket and not a set 14 days. This way if someone needs the item for shorter or longer we could do that. Does anyone know if KACE Rules are able to do that? If able could someone share how to accomplish this.

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We configured a customer system such that any asset to be loaned had a custom status field, when an asset was selected for loan and a date set, the asset was marked as on loan. When the ticket was closed the loan status was reset back to available. Reporting was then configured to highlight any item that was "overdue"

This took 4 complex ticket rules and Asset area customisation, as well as basic reporting and as this was achieved as a chargeable engagement, I do not feel it is correct to share openly on itninja.

However, it is possible and if you contact me directly I am happy to share one to one
Answered 05/13/2015 by: Hobbsy
Red Belt

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It is possible to do this with ticket rules but you may need to edit the SQL generated by the wizard. The wizard doesn't always handle date functions properly, so normally you need to modify things slightly. For instance, on a rule where you want to do something if the due date is today, use the wizard to find Due = Today. This will generate the following statement in the rule:
HD_TICKET.DUE_DATE = 'today'

That doesn't work as a valid MySQL query so you need to change that to:
HD_TICKET.DUE_DATE = DATE(NOW())

Set this rule to run daily and you can have it update the status and email the user.
Answered 05/14/2015 by: chucksteel
Red Belt

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