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11/06/2019 87 views

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.



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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.



Answered 11/06/2019 by: Hobbsy
Red Belt

  • @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.

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