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KACE Product Support Question


Need help to copy parent ticket data to child ticket

03/23/2016 971 views
Im setting up a change request process

queue 1 is the work queue, and queue 2 is the change request queue.

How can i pull the title from queue 1 and add that to queue 2 but change it to = "change request : title from queue 1"

and then I need to pull the summary field data from queue 1 to the summary field data in queue 2.

I also only want this to run 1 time. So that if a change request is submitted, i do not want it to process this rule if the user decides to update the copied summary details.
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Comments

  • Hello,
    I have a similiar configuration - for the parenttickets I have a queue (q_parent_roomtransfer) and for the childtickets I have a queue (q_child_hardwaretransfer). So that the rule not work on all tickets, create a new status and set the status from the ticket to it, when your rule was executed.
    In my case, I set the associated asset from the parent ticket as the title from the child ticket.

    Here is the link for the sql-update
    http://www.itninja.com/question/dell-k1000-service-desk-parent-child-ticket

    Hope it can help you, if not write me an comment below.

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