KACE Product Support

It has been a while but I figured this out.  I created 2 custom ticket rules so that both a parent can push to a child and a child and a child can pull from the parent.  One is called Pull from Parent and the other is called Push from Parent. 

I also use one of the Custom Fields to block the auto updating when needed.  For that you label Custom Field 1 to "Block Auto Updating" and show that on your tickets.

With this I was able to do things like create a New Hire process.  I would title the parent ticket as "New Hire - [Name Here]" so HR just updates the name and then all the process steps are titled "- Setup AD and Email", "- Setup user Phone", "- Print user information sheets", "- Setup PC".  So what happens is the new parent ticket gets created called "New Hire- John Doe" and then I get all the child tickets created for the steps:

New Hire -  John Doe
New Hire -  John Doe - Setup AD and Email
New Hire -  John Doe - Setup user Phone
New Hire -  John Doe - Print user information sheets
New Hire -  John Doe - Setup PC

Any time I make a change to the parent, the child gets syncronized as long as the Custom Field 1 (disable automatic updating) is not checked off.

Here are the details:

Rule 1:

Title:Autoupdate Child Ticket - Pull from Parent
Notes:This will automatically update Child Tickets from the Parent when the ticket is saved.  The data is Pulled from Parent
Freqency: on Ticket Save
Select Query:
SELECT
HD_TICKET.ID,
HD_TICKET.TITLE,
HD_TICKET.HD_PRIORITY_ID,
HD_TICKET.HD_IMPACT_ID,
HD_TICKET.OWNER_ID,
HD_TICKET.HD_CATEGORY_ID,
HD_TICKET.CUSTOM_FIELD_VALUE0,
HD_TICKET.MACHINE_ID,
HD_TICKET.PARENT_ID
FROM
HD_TICKET PARENT, HD_TICKET
WHERE
PARENT.ID = HD_TICKET.PARENT_ID
AND HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1

Enable - Run and Update Query
Update Query:
UPDATE
HD_TICKET PARENT,
HD_TICKET
SET
HD_TICKET.TITLE = CONCAT(PARENT.TITLE," ",HD_TICKET.TITLE),
HD_TICKET.HD_PRIORITY_ID = PARENT.HD_PRIORITY_ID,
HD_TICKET.HD_IMPACT_ID = PARENT.HD_IMPACT_ID,
HD_TICKET.OWNER_ID = PARENT.OWNER_ID,
HD_TICKET.HD_CATEGORY_ID = PARENT.HD_CATEGORY_ID,
HD_TICKET.CUSTOM_FIELD_VALUE0 = PARENT.CUSTOM_FIELD_VALUE0,
HD_TICKET.CUSTOM_FIELD_VALUE1 = 1,
HD_TICKET.MACHINE_ID = PARENT.MACHINE_ID
WHERE
((HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1) AND (PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID = <TICKET_IDS>)

Rule 2:

Title:Autoupdate Child Ticket - Push from Parent
Notes:This rule will update the Children Tickets when the Parent Ticket is saved.  This will look for whether or not updating on the ticket is enabled.
Freqency: on Ticket Save
Select Query:
SELECT
CHILD.ID,
CHILD.TITLE,
CHILD.HD_PRIORITY_ID,
CHILD.HD_IMPACT_ID,
CHILD.OWNER_ID,
CHILD.HD_CATEGORY_ID,
CHILD.CUSTOM_FIELD_VALUE0,
CHILD.CUSTOM_FIELD_VALUE1 CHILD_CUSTOM_FIELD_VALUE1,
HD_TICKET.CUSTOM_FIELD_VALUE1 HD_TICKET_CUSTOM_FIELD_VALUE1,
CHILD.MACHINE_ID,
CHILD.PARENT_ID
FROM
HD_TICKET CHILD, HD_TICKET
WHERE
CHILD.PARENT_ID = HD_TICKET.ID
AND HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1

Enable - Run and Update Query
Update Query:
UPDATE
HD_TICKET CHILD,
HD_TICKET
SET
CHILD.HD_PRIORITY_ID = HD_TICKET.HD_PRIORITY_ID,
CHILD.HD_IMPACT_ID = HD_TICKET.HD_IMPACT_ID,
CHILD.OWNER_ID = HD_TICKET.OWNER_ID,
CHILD.HD_CATEGORY_ID = HD_TICKET.HD_CATEGORY_ID,
CHILD.CUSTOM_FIELD_VALUE0 = HD_TICKET.CUSTOM_FIELD_VALUE0,
CHILD.CUSTOM_FIELD_VALUE1 = 1,
CHILD.MACHINE_ID = HD_TICKET.MACHINE_ID
WHERE
((HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1) AND (CHILD.CUSTOM_FIELD_VALUE1 <> 1) AND (HD_TICKET.ID = CHILD.PARENT_ID) AND CHILD.ID = <TICKET_IDS>)