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KACE Product Support Question


How to exclude category updates from the "Reopen Ticket - Modified" rule

09/20/2019 244 views

So we have a slight issue at my workplace where some techs like to forget to set a category for their tickets. As you can imagine, this impedes our ability to run accurate reports. Is there an easy way to exclude category changes from the Reopen Ticket - Modified rule? As of now, if I go in and change a category, it reopens the ticket as I'm not an owner of the ticket. I suppose I could force everyone to change the category of their own tickets, but I have a feeling I'll be in the same boat next year. Another option is to temporarily disable the rule, but I would prefer to be able to leave it enabled so in the future we can make adjustments to tickets as admins without reopening them.

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I added the following to the ReopenTicket rule to allow all owners in that queue to modify tickets without them being reopened.


First, join USER_LABEL_JT to USER UPDATER, then join LABEL to USER_LABEL_JT, so you can get labels for the updater:

join USER_LABEL_JT UJT on UPDATER.ID = UJT.USER_ID
join LABEL L on UJT.LABEL_ID = L.ID


Then get a list of all labels for the updater in the SELECT statement:

GROUP_CONCAT(L.ID) AS LABELS


Finally at the end of the query, specify what label number you want to exclude with a HAVING statement:

HAVING LABELS NOT LIKE '%36%' 


This can be found by hovering over the link for the label for ticket owners in the Label Management > Labels module.


Test this out before using it to make sure it runs right for you.

Answered 10/02/2019 by: ondrar
Black Belt

 
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