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KACE Product Support Question


K1000 - Is there a way to auto-populate Service Desk Ticket with information from Asset Details?

07/27/2015 3369 views
We are tracking our mobile devices in Assets; Name, Device Model, Carrier, SIM, IMEI, etc. A form has been created in Service Desk for these devices as well in a queue of it's own, apart from the IT Service Desk. When a Help Desk Technician creates a new service ticket for a mobile device and the Asset.Name has been selected, we would like the remaining fields to populate from ASSET_DATA_12 to the HD Ticket.

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You could do this via a custom service desk ticket rule.  

Basically create a ticket rule that runs on save.  

Have the ticket rule select all of the appropriate fields from your asset using a join connection to the service desk on the field HD_Ticket.Name or ASSET ID (depending on how it is linked up).  You would want to grab any field you plan to update within your custom ticket.  

Within the same ticket rule, run an update query on the current ticket that updates the fields within the custom service desk ticket rule with values from your custom asset.  

Should work without issue.  I would recommend you create your queries within MySQL Workbench and make sure you test, test, and re-test.  
Answered 07/27/2015 by: Jbr32
10th Degree Black Belt

  • Thank you so much. I will give it a try.
    • Keep in mind that writing directly to the DB can mess up your box if done incorrectly.

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