So we have a checkbox within our ticket that, if marked, would set the priority to "high."  This checkbox is essentially the "urgent checkbox"

Because the ticket rules run on ticket save, if you try to change the priority while this is true, the ticket rule sets it back to High.  Makes sense.  Can't get around that?  Or can I?

The MAIN issue is, though, that when I go to the ticket layout I want the URGENT field to show something besides '1'.  I made a ticket rule that will change the 1 to a YES so then a YES shows up on the ticket layout, however since this is a checkbox field the box is then "unchecked" and if you open the ticket and save it, the urgent goes away COMPLETELY.

I'm working now to have a checkbox that says urgent but have a hidden custom value that says "if this is 1, SHOW YES" but I was hoping there was an easier way to manipulate this.

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I've worked around it as described in the final comment of the question: 

I've set the checkbox as it is, and made HD_TICKET.CUSTOM_FIELD_VALUE1 to read if HD_TICKET.CUSTOM_FIELD_VALUE0 is a '1' then make itself "YES", if '0' then " ".  I then have this field displayed on the ticket layout.

Answered 07/16/2013 by: Wildwolfay
Red Belt

  • Interesting work around. Does the YES display under the Check Box in the ticket layout?
  • It does, but KACE required the field be anything but "HIDDEN" in order to be an option in the ticket report screen.
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