Need to make a Change To a preset ticket rule.. ****Reopens closed tickets when non-owners update tickets***

Hi Guys.

There is a preset ticket rule that exists in the K1.

*** Reopens closed tickets when non-owners update tickets; Notifies ticket owners by email ***

I would like to exclude a certain user label from this ticket rule

I would like to change this preset ticket rule to reopen the ticket for every non-owner that edits

the ticket....   EXCEPT !!!!!   a group of people in a user label.

The reason is....These are people who are not actually owners but are still ticket admins.

So I don't want changes made by them to reopen the ticket.

Thanks for the help in advance.

0 Comments   [ + ] Show comments

Answers (1)

Posted by: Hobbsy 1 year ago
Red Belt

If you go into the Queue configuration and scroll down to the preset rules, open the ticket rule that reopens tickets. There should be a link at the top that says "edit rule using the Custom Ticket Rule Editor" which will open up the guts of the rule.

In the select statement scroll to the bottom and check out the Where statement.

My guess is that you need to add to the where statement the label ID for the group that you want to exclude from reopening or put in a load of and statements to exclude all of the individuals.

  • @Hobbsy,

    Unfortunately, I am no SQL coder.
    I have had a look at the SQL code, and I don't think its a one-liner change.
    Thanks anyway. - akmagnum 1 year ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ