KACE Product Support Question
Kace k1000 Service Desk bug
03/16/2017 906 views
Has anyone come across an issue if a ticket status is set to Waiting on customer and end user goes back and adds an attachment hits submit and save the status doesnt change to Customer responded. Which will never trigger an email to the ticket owner notifying ticket has been updated.
We have only to come to find out after few users complained they have been waiting update on tickets and ticket owners never getting a notification the ticket was updated. When we went back to check all those ticket were still sitting on waiting on customer though the customer went in and added an attachment the status never changed.
Per Quest this has been registered as new a bug.
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EDIT (4/18/17): fixed my queries
A workaround would be to setup a Custom Ticket Rule.
select HD_TICKET_ID AS ID from HD_TICKET_CHANGE
join HD_TICKET on HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
where DESCRIPTION like '%Added attachment%'
SET STATUS_ID = [your status id]
WHERE ID in (<TICKET_IDS>)
Answered 03/21/2017 by: JasonEgg