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How can I backdate a new ticket in the service desk?

Howdy all,

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.


Many Thanks


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Answers (3)

Posted by: Hobbsy 1 month ago
Red Belt
0

In short yes....and no, there is now way to change  that date on the UI, as that prevents data being questionable.


If you want to change the date you will have to create a ticket rule to just set that single data value in the HD_TICKET table

Posted by: wakeside917 1 month ago
Senior White Belt
0

Thank you for the answer.  Could you walk me through doing that?

Posted by: Hobbsy 1 month ago
Red Belt
0

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

SELECT
HD_TICKET.ID,
HD_TICKET.CREATED
FROM HD_TICKET
WHERE
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

update HD_TICKET
    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

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