/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


In KACE, is there a field that identifies a Process, similar to the Queue ID field (HD_TICKET.HD_QUEUE_ID )?

08/24/2016 770 views
I would like to write a ticket rule that changes the value of a custom field, based on which process the ticket belongs to.  This is necessary because whenever a regular ticket is converted into a process ticket, fields in the original/parent ticket are not changed to the defaults defined in the process.
Answer Summary:
2 Comments   [ + ] Show comments

Comments

  • Thank you. So, what statements would I need to include in the Select and Update code to search for a parent ticket (HD_TICKET.PARENT_ID <> 0 and HD_TICKET.CUSTOM_FIELD_VALUE21 = 'N/A', which is a default field value) and then display the Process/Service Name in HD_TICKET.CUSTOM_FIELD_VALUE21?

    Hopefully this is not extremely complicated...
  • Actually, probably should have said: HD_TICKET.PARENT_ID = 0

Answer Chosen by the Author

1
This will return the ticket IDs for tickets that:
Are in a process
Are a parent (or more technically don't have a parent)
Have a custom field 22 (CUSTOM_FIELD_VALUE21 in the table) value equal to N/A
SELECT HD_TICKET.ID FROM HD_TICKET
JOIN HD_SERVICE_TICKET on HD_SERVICE_TICKET.ID = HD_TICKET.SERVICE_TICKET_ID
JOIN HD_SERVICE on HD_SERVICE.ID = HD_SERVICE_TICKET.HD_SERVICE_ID
WHERE HD_TICKET.SERVICE_TICKET_ID != 0
and HD_TICKET.PARENT_ID = 0
and HD_TICKET.CUSTOM_FIELD_VALUE21 = 'N/A'

Answered 08/26/2016 by: chucksteel
Red Belt

All Answers

2
Here is the route from a ticket ID to a process ID (processes are termed service in the tables, I have no idea why):
HD_TICKET.SERVICE_TICKET_ID = HD_SERVICE_TICKET.ID
HD_SERVICE_TICKET.HD_SERVICE_ID = HD_SERVICE.ID



Answered 08/25/2016 by: chucksteel
Red Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ