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KACE Product Support Question


Helpdesk Queries

05/10/2016 502 views
Hi All,

We Have three regions ASIA, Europe and America, Im planning to create Generic Queue and then Sub queues  .for example is user is selecting Asia it should go to Asia helpdesk queue and if Europe is selected in Generic  ---it should goto Europe queue . can this be done in Kace helpdesk? 
 


2 Comments   [ + ] Show comments

Comments

  • There is no way to create sub queues. Queues are separate and don't have anything to do with each other. When you set up the queues you can set it up so only people in ASIA can see the ASIA queue...etc.

    If you mean, all tickets come into the Generic queue. You could use a ticket rule but the ticket coming in would have to have a trigger that allowed the rule to run and transfer the ticket.

    Some KB articles on it.

    http://www.itninja.com/question/custom-ticket-rule-to-change-queue

    http://www.itninja.com/question/custom-ticket-rule-to-move-ticket-to-queue-based-on-submitter-id-default-queue
  • thanks,


    im getting error while using rules to move ticket between the queues



    pls check my statement if its correct.
    what im doing is if CUSTOM_FIELD_VALUE8 like '%America%' then move the tickets to queue_ID =20.

    SELECT HD_TICKET.ID, HD_TICKET.TITLE,
    HD_TICKET.HD_CATEGORY_ID, HD_TICKET.HD_QUEUE_ID,
    HD_CATEGORY.ID, HD_CATEGORY.NAME
    FROM HD_TICKET
    JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
    WHERE HD_TICKET.CUSTOM_FIELD_VALUE8 like '%America%'
    AND HD_TICKET.HD_QUEUE_ID = 16
    ORDER BY HD_TICKET.ID




    UPDATE HD_TICKET
    SET HD_TICKET.HD_QUEUE_ID = 20
    WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
    AND HD_TICKET.ID = <TICKET_IDS>;


    05/11/2016 03:01:34> Starting: 05/11/2016 03:01:34 05/11/2016 03:01:34> Executing Select Query... 05/11/2016 03:01:34> selected 2 rows 05/11/2016 03:01:34> Executing Update Query... 05/11/2016 03:01:34> mysqli error: [1064: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near '122' at line 4] in EXECUTE("UPDATE HD_TICKET SET HD_TICKET.HD_QUEUE_ID = 20 WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID AND HD_TICKET.ID = 122,122;") 05/11/2016 03:01:34> Ending: 05/11/2016 03:01:34

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