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KACE Product Support Question


How to Format Ticket Number in Custom Ticket Rule

07/02/2015 2214 views
We have a K1000 running 6.3.xxx.  I am very new to the KACE and have only been playing with it for a few days.

Using the Prebuilt Helpdesk Queue, when any of the Email on Events are triggered, the $ticket_number variable is returned in the format of [TICK:0045].  When creating a Custom Ticket Rule, HD_TICKET.ID AS TICKNUM, -- $ticknum is returned as 45.

How can I get $ticknum to return [TICK:0045] or at a minimum, the 0045 part?
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Comments

  • What are you planning on doing with the data once you have it, just so I can understand

All Answers

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You are using built-in system tokens in the notification emails, so there's no way to change the way those are formatted.  In other words, if you want to have [TICK:0045] listed, use the $ticket_number variable.  If you want to have only 45 listed, use the $ticknum variable.

Also, for anyone wondering about formatting ticket numbers in custom ticket rules so they are the same as the notification emails:

If you use custom ticket rules, you can adjust the SQL to format the ticket number to however you like it.  For example, the ticket ID is just the regular number (example - 45) in the database, but you can format it in the SELECT statement:

concat('TICK:',lpad(HD_TICKET.ID, 4, '0')) as TICKET_NUMBER

This will output TICK:0045 in the query results (which can be leverage for email in a custom ticket rule).

Hope that helps!  ^_^ /

John
Answered 01/22/2016 by: jverbosk
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