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KACE Product Support Question


K1000 Ticket Rule - Change Ticket Status from New to Opened when Owner is assigned

01/12/2016 3646 views
I am sql ignorant so any help would be appreciated. We would like the Ticket Status to be set from 'New' to 'Opened' when the ticket is assigned to an owner (anything other than 'Unassigned'). No notifications necessary.
Thank you!
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2
This one should be easy to do without any SQL. In the wizard, just select Ticket status is new and Owner user name is not NULL, change status to Opened. Run the rule on ticket save.
Answered 01/12/2016 by: MichaelMc
Orange Senior Belt

  • I'll give it a try, thank you so much.
    • Well, the issue is now, that it changes the status from New to Opened on Save so when the ticket is created it's prematurely changing the status. We only want it to do so when assigned
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      • still having issues so if anyone has a script that does this, would you mind sharing? Thank you
  • it works ! thank you !

All Answers

0
Ok , so here's the process I followed

Create a ticket rule in your queue using the wizard, I went for the following


Then hit Next and use the following


In the resulting ticket rule check out the bottom of the select statement it will look a little like this

where HD_PRIORITY.ID = HD_PRIORITY_ID
                        and HD_STATUS.ID = HD_STATUS_ID
                        and HD_IMPACT.ID = HD_IMPACT_ID
                        and HD_CATEGORY.ID = HD_CATEGORY_ID
                        and (((  HD_STATUS.NAME = 'New') AND ( exists  (select 1 from USER where HD_TICKET.OWNER_ID = USER.ID and USER.USER_NAME = '0')) ) and HD_TICKET.HD_QUEUE_ID = 30 )

replace the highlighted text with the following highlighted text

where HD_PRIORITY.ID = HD_PRIORITY_ID
                        and HD_STATUS.ID = HD_STATUS_ID
                        and HD_IMPACT.ID = HD_IMPACT_ID
                        and HD_CATEGORY.ID = HD_CATEGORY_ID
                        and (((  HD_STATUS.NAME = 'New') AND (HD_TICKET.OWNER_ID != 0) ) and HD_TICKET.HD_QUEUE_ID = 30 )

Set the ticket rule to run on ticket save and you should be done

Answered 01/26/2016 by: Hobbsy
Red Belt

  • Thank you once again. I will give it a try and update the post. Thank you for your time!
0

I can confirm this is still working in v9.0.270


Thanks!

Answered 11/23/2018 by: pschiele
White Belt

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