Is it possible to open a ticket or process using custom ticket rules?
Is it possible to create a new ticket or start a new process when a child ticket in another process gets closed?
We have a fairly complex process of creating new users and getting computers setup for them that involves multiple departments and steps. The current Kace process we are using to do this requires us to close all stage 1 tickets before the stage 2 tickets can be opened.
We would like to change this so that when a certain stage 1 ticket gets closed, it automatically starts a new, seperate process so child tickets in the two processes aren't reliant on eachother.
Is a custom ticket rule and multiple processes the best way to accomplish this?
Thanks in advance!
Answers (1)
There isn't a way to automate starting a process and the only way to automate the creation of a ticket is to have the service desk send an email to itself which results in a new ticket being created.
Comments:
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I have the same doubt/necesity. i know that the way is to send the email-notification to my direction of servicedesk, but what i dont figure out is the select query, cause i dont want to select any kind of ticket. i only want a where condition with a concret moment in the day, and thats ok, but the select query??which fields and which tables do i have to select (actually i dont want any of them)?? - Paloma 9 years ago
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You don't have to select from the tables in the database, you can perform any query:
SELECT 1 WHERE DATE(NOW()) = "2014-12-17"
would return a value of 1 and should trigger the rule to run. Note that the above query isn't actually a valid query so it wouldn't work. You really just need a query that will return a valid result. - chucksteel 9 years ago-
ummm... its still not working, but i understand your point. im gonna post the question properly.thanks!! - Paloma 9 years ago
