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Helpdesk Ticket Rules to transfer tickets between helpdesk queues

Unfortunately I don't know sql queries very well and need some help. We are trying to make a very simple process for ticket submission for our users. Here is how it breaks down:

Main Help desk Queue - Tech Support

Hidden secondary Queues:

Infrastructure
Development
Facilities 

Tech Support is the inital queue point for all users to submit tickets. I want to make it so if you select a Category (Hardware) the ticket rule will transfer the ticket to the Infrastructure Queue. So basically based on what categoy you select would determine what queue it would go into.

I found this document:

http://www.kace.com/support/resources/kb/article/Using-Helpdesk-Ticket-Rules-to-transfer-tickets?&p=1

But it's setup so that it requires a custom field for queue number. 

Anyone has a good example or modifcation of this for what I need to do?

Thanks for your help


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Answers (1)

Answer Summary:
Posted by: nwhistler 9 years ago
Senior Purple Belt
1

I have found a solution. I am in the middle of my deployment, but hopefully afterward I will post here how I was able to do it.


Comments:
  • Did you ever get this working correctly? I am trying to configure my queue in the same way. - jfields 9 years ago
  • Yes I did. What you have to do is create a hidden Custom Field in all your queues. We used CUSTOM_1 and called Queue_ID.

    Then you have ticket rules:

    This one searches for the parameters of the queue i.e. Infrastructure based on the category and updates the Queue_ID to the queue number.

    Each queue number can be found by going to Helpdesk > Configuration > Queues and hovering over the queue. The the hyperlink should show you http:\\yourk1000name/adminui/queue.php?ID=21 <-- this is the number for the queue.

    Here is the rule:
    http://cl.ly/430P0Q143h0E


    Then you have to have another ticket rule to physically move the tickets.

    Here is that rule:
    http://cl.ly/0X223T1Q2s2N

    It also helps to have the same categories for ever queue so that when tickets are transferred back and forth, the categories stay the same.

    Hope that helps.

    Nate - nwhistler 9 years ago
    • Did you have to make any changes to the 'physically move' rule after an upgrade to 5.5? I had to use the ticket rule wizard to help craft my queue number setting rule but obviously you can use the wizard to do anything related to moving between queues. - mattcollins31 8 years ago
    • hi Nwhistler,

      can u help me with sql rules for moving the ticket from one queue to other

      this is my sql rule

      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 '%Amer%'
      AND HD_TICKET.HD_QUEUE_ID = 16
      ORDER BY HD_TICKET.ID


      Update

      UPDATE HD_TICKET, HD_CATEGORY
      SET HD_TICKET.HD_QUEUE_ID = 22
      WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
      AND HD_TICKET.ID in (<TICKET_IDS>);


      query executes with no error but doesnt move the tickets to other queue



      05/12/2016 01:18:57> Starting: 05/12/2016 01:18:57 05/12/2016 01:18:57> Executing Select Query... 05/12/2016 01:18:57> selected 2 rows 05/12/2016 01:18:57> Executing Update Query... 05/12/2016 01:18:57> updated 0 rows 05/12/2016 01:18:57> Ending: 05/12/2016 01:18:57 - rahimpal 6 years ago

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