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KACE Product Support Question


Keep a CTR confined to one queue

01/20/2015 626 views
Well, so I thought that by running a CTR with a specified queue number would be safe.
Not so. It ran in all 6 queues that fall under my admin purview!

What I was attempting to do was this: In a process, one parent auto creates 7 child tickets. In each of those child tickets, their particular category is auto set. I wanted that category to paste at the end of the Title in the same ticket.
Example: Original title would be something like: The Beatles Comprehensive DB. The category for this particular ticket is--Stats.
The new title would be: The Beatles Comprehensive DB Stats
Instead I got the category # pasted at the end of every ticket in this one particular queue (11) and the other 5 queues as well.

I know why it put the # (HD_CATEGORY_ID did that) but not sure why it worked outside of queue 11.
1. Why did it go outside of the designated queue? and
2. How do I fix it so it only works in this one queue?
I'm working on undoing it. But if you have suggestions for that, I won't knock 'em!

Here's the select query:
SELECT
HD_TICKET.TITLE,
HD_TICKET.ID,
HD_CATEGORY_ID
FROM
HD_TICKET
WHERE
HD_TICKET.HD_QUEUE_ID = 11
AND HD_TICKET.RESOLUTION not like '%Fields Pulled From Parent Ticket%'


Update query:
UPDATE
HD_TICKET
SET
HD_TICKET.TITLE = CONCAT(HD_TICKET.TITLE, " ", HD_CATEGORY_ID),
HD_TICKET.RESOLUTION = CONCAT(HD_TICKET.RESOLUTION,' Fields Pulled From Parent Ticket.')



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I think if you add the queue information to the Update query it will work. That would mean you need one rule for each queue though.

I'm guessing you're doing this on a time schedule and not a OnTicketSave. If you do it OnTicketSave you can use the TICKET_IDS variable to target the proper tickets.
Answered 01/20/2015 by: h2opolo25
Red Belt

  • I want it to be OTS but for testing purposes I ran it once to see if it would populate the few test tickets I have. And it did, over 3000 of them!
    Thanks for your suggestion.
    Before I run it though, and because I'm gun shy right now, if I remove _ID from HD_CATEGORY that should give me the category name?

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