Scripting Question

Need help converting KACE search query to SQL

08/21/2018 396 views
Working on a ticket rule to automatically close tickets that I own that were created prior to 2018. Using Advanced Search, I have found all the tickets that meet my criteria using these search settings:

  • Created during previous years (2018) AND
  • Owner User Name = my username AND
    • Status is Opened OR
    • Status is New OR
    • Status is Need More Info
When defining a ticket rule, I am unable to select these same criteria using the Wizard as selecting Created does not bring up the extended date options.

Can anybody help me convert this into a working SQL query that can then set the status of all found tickets to Closed? Thanks very much.
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Community Chosen Answer

A couple of thoughts on this.

1. Status is not Closed would be a more efficient way to look for these.
2.Use the Wizard to build the rule then modify the line for CREATED as below -
AND HD_TICKET.CREATED < '2018-01-01 00:00:00'
Answered 08/21/2018 by: jmarotto
Fourth Degree Green Belt

All Answers

I'd also add that in a case like this, you could generate a report from the working Advanced Search, then copy and paste that SQL into the select statement for the Ticket Rule you built through the wizard.
Answered 08/22/2018 by: ondrar
Black Belt

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