I have a helpdesk ticket that requires a submitter to enter a customer number in a field. Is it possible to query another SQL database and populate additional custom fields with customer info.

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  • We have the technology, check it out by starting at www.kacedashboard.com

    We have a backend workflow technology that has a connector built for the K1000 so we can update the DB from within this toolset.
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I don't think it's possible, but if it is, it would be through a ticket rule. The K1000 DB is read-only except for when modified by ticket rules.

You would have to be able to query both databases from that ticket rule and have it move the data from the external DB into the ticket.

What Are Ticket Rules

Precautions when creating ticket rules

Creating, Testing and Troubleshooting Helpdesk Ticket Rules

Answered 05/28/2013 by: jknox
Red Belt

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