K1000 Service Desk Custom Ticket Rule to link tickets via the See Also section

Skill Level
I have created about 10 custom ticket rules and 6 or so queues so I am fairly comfortable with that, but I am not a SQL admin and I have not had to update any tables other than HD_TICKET.  I use the Wizard to start a custom ticket rule, then I modify the SQL if needed to get the results I want.
Setup Information

I have a Proposal queue that allows IT to review a project to determine if it is something that we are going to do.  Once that ticket receives approval, it automatically creates a new ticket in our Project queue via an email that updates many of the needed fields.  I would like to be able to reference the Proposal ticket using the See Also section of the new ticket in the Project queue.  The catch is that the See Also section of a ticket is held in a different table, HD_TICKET_RELATED.  So I need to create that association and I am unsure of how to do that. 

Right now my new ticket creation email places the Proposal ticket number in Custom_Field_Value0.  I need to have a ticket rule take that value and create the association to populate the See Also section via a SQL Update query. 

So my question is, it is as simple as changing the update query to point to the HD_TICKET_RELATED table, then a set statement to create the association?
Do I need to add the HD_TICKET_RELATED table in my select statement as well?


I recall from my Kace Training 5 years ago that the main place you can break your Kbox is by messing with the SQL when you don't know what you are doing.  So I am trying not to break the system my entire environment relies on each day.

Thanks for any help

0 Comments   [ + ] Show comments

Answers (0)

Be the first to answer this question

Don't be a Stranger!

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

Sign up! or login


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