How can I backdate a new ticket in the service desk?
Say there's an incident on a Saturday night that I'm responsible for. However I'm not able to log the ticket till Monday. Is there any way I can backdate the ticket to that Saturday when I log the ticket Monday morning in the KACE Service Desk? Hopefully this can be done withing the configuration of KACE and not have to get down and dirty with SQL.
Please Use this advice with caution, you can seriously mess with your KACE database using ticket rules
Create a ticket rule and set a unique title.
Set the SELECT Statement as follows
HD_TICKET.ID = 6
Where the HD_TICKET ID contains the ticket number you wish to update, this rule will then only update a single record
Set the UPDATE Statement to
set HD_TICKET.CREATED = (TIMESTAMP ("2021-05-15 14:00:00"))
where (HD_TICKET.ID in (<TICKET_IDS>))
Enter the TIMESTAMP as the created date that you wish the ticket to have in the format (YYYY-MM-DD HH:MM:SS)
Run the ticket rule and the created date should be set to that date in the single ticket record