Help Desk Rules forum?

Is there any plan to create a custom help desk rules forum? I've got a ton of useful stuff to share. The Reports forum is great! However, it would be nice if a few other forums were created as well - Assets, Help Desk (maybe even break out Custom SQL Rules as a sub-forum), Security, Scripting, etc.

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  • I know this is an older post, but exists the "Help Desk Rules forum" now? I haven't found it..
    Thank you! - svmay 7 years ago
    • You can likely just post in Q&A now and get some help. When I posted this, I was a customer. I now work for KACE and still write/publish rules publicly from time to time - all of those are available in the Dell Software Portal / Knowledge Base. We also offer Professional Services to write rules for you (fee-based). - airwolf 7 years ago

Answers (11)

Posted by: bkelly 14 years ago
Red Belt
The plan is to grow this as demand dictates and we're happy to see the demand. We'll be turning on a forum for scripts and ticket rules shortly!

Posted by: airwolf 14 years ago
Red Belt
Sounds great! I've got plenty of custom ticket rules to post!
Posted by: GillySpy 14 years ago
7th Degree Black Belt
It is needed. This will be more useful once we have the ability to export rules as a package like we can with scripts and reports. This is something in the works.
Posted by: Jiddle 14 years ago
Orange Senior Belt
Posted by: ustacp 14 years ago
Second Degree Blue Belt
Sounds good to me!!
Posted by: kdasanmartino 14 years ago
Second Degree Green Belt
I have some needs right now so I'm all for this
Posted by: airwolf 14 years ago
Red Belt
Feel free to post threads to the KBOX 1000 forum if you need help writing any help desk rules. I'd be glad to help! I may have even written some of your needed rules already... I've written hundreds of custom rules and reports in our database.
Posted by: snissen 14 years ago
Fourth Degree Green Belt
Hey, airwolf, since you asked for people writing help desk rules...

I want to write custom SQL that updates a custom inventory field in the ASSET_DATA_5 table from a field in the corresponding record in the MACHINE table, as linked through the corresponding ASSET table record. (BTW, why am I doing this? I'm trying to set up for a periodic Computer Asset import based on serial number.)

Now, I can write the correct SELECT query for this, and I refined and tested it using MySQL Workbench, thanks to your first blog article. I can see from the SELECT query that I'm getting the correct data with the correct table relationships.

I can't test the actual UPDATE query with its SET clause, because MySQL Workbench doesn't have write access to the database. But I'm pretty sure I have the syntax of the UPDATE query correct, because I've written quite a few UPDATE queries before in various SQLs, and because the equivalent UPDATE query works in a mirror database in Microsoft Access.

So what am I asking you? I'm not sure how to fill in the Ticket Rule : Edit Detail screen. I know my UPDATE query goes into the "Update Query" textbox, but what do I put in the "Select Query" textbox, since I'm not doing anything related to tickets? Do you have any rules that use custom SQL to update something not related to tickets? If so, could you post an example here?

I think that's where my problem lies, because when I try to run the rule with the "Select Query" textbox empty, I get an error message, something about 0 records returned in the Select Query EXECUTE(). (I'll have to get the exact error message on Sunday night, and I'll post it here.)

Any examples, or any advice, would be greatly appreciated. I may not be feeling so adventurous by next week... Sande
Posted by: airwolf 14 years ago
Red Belt
If your update query works standalone, then you can put any query in the "Select query" box - as long as it returns results. For example, SELECT * FROM HD_TICKET. Whatever you use MUST return results in order for the Update Query to be run.

The purpose of the Select query statement is to pass ticket IDs to the Update Query (i.e. filter results in your select query, and then pass the IDs to the update query using <TICKET_IDS>. This allows you to make a very simple update query - you're basically splitting the work in to two pieces). You can also use this to pass other data to the Update Query, but you have to "trick" it into moving data by naming whatever column you want data from to "ID".
Posted by: snissen 14 years ago
Fourth Degree Green Belt
[font="trebuchet ms"]Got it! My rule now puts the serial number from the MACHINE table into a custom inventory field in the ASSET_DATA_5 table, as linked through the corresponding ASSET table record. Thanks, Andy!

I really appreciate a system that lets me store and schedule UPDATE queries on any table. In other systems without this capability, I spend a lot of time with Access queries I have to run manually. Thanks, KACE!
Posted by: JesseLara 14 years ago
Orange Belt
If I am reading this correctly ( hopefully I am ) you are using items he client reports normally to fill in field(s) in the asset detail for custom fields?
I would love to see how you would be able to edit to fill in other fields as I would find this immensely useful. I currently have several custom fields I have to hand enter that is already reported by the client that I would LOVE to see automatically filled in for me such as model and chassis type.

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