KACE Product Support Question

how can I default an Approver into the approver field base on certain criteria

08/19/2018 298 views


I wanted to default the approver into the approver field based on certain criteria. But if I try and build a customer ticket rule the approver field is not one of the ones I can set.

Regards Tony

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All Answers

You will have to manually edit the update portion of the rule to change the approver. It should look like this:
update HD_TICKET
    set HD_TICKET.APPROVER_ID = (select ID from USER where USER.USER_NAME = "theboss")
        (HD_TICKET.ID in (<TICKET_IDS>))
The theboss to the actual approver's username.

Answered 08/20/2018 by: chucksteel
Red Belt

  • while it finds the tickets it does not actually change the approver ID. I have hard coded it as well just to test.

    23/08/2018 10:00:08> Starting: 23/08/2018 10:00:08 23/08/2018 10:00:08> Executing Select Query... 23/08/2018 10:00:08> selected 4 rows 23/08/2018 10:00:08> Executing Update Query... 23/08/2018 10:00:08> updated 0 rows 23/08/2018 10:00:08> Ending: 23/08/2018 10:00:08
    • Please post your update statement.

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