Best Practices Question

Passing Child info from Parent from ticket (not within process)

06/18/2015 2298 views

I have been able to setup the SQL to correctly pass information from a Parent ticket to a child ticket when creating the child ticket.  The problem is when that field is a required field.  The "On Save" gives an error that a field is required before triggering the action to populate that field.  There seem to be many questions and answers out there on parent to child info flow, but I couldn't find one that addressed this particular situation.


0 Comments   [ + ] Show comments


All Answers

I'm not sure I understand exactly what you're doing here, but if the error is occurring when you create a child ticket and it's because you are relying on a ticket rule to write to a required field you've left blank, then the product is working as designed. To workaround this behavior, you can set a default value in the required field and modify the ticket rule accordingly to consider the default value invalid (e.g. if your ticket rule is currently configured to modify that field only when blank).
Answered 06/19/2015 by: airwolf
Red Belt

  • Thanks airwolf - the problem I am having is when I am trying to pass a value to one of the fixed fields like priority or status or a title. If the fixed field is set as a required field, it doesn't pass the default value. For title there is no detault
    • If something is required, you'll have to set a value before the rule will run allowing you to modify those fields.
      • So is there any way to pass a value for a required fixed field (priority, status, title) from a parent to a child (outside of a process), so if we want to make that happen we cannot make the fields required? Thanks for you help
      • You can copy values from parent to child with a ticket rule, but this doesn't eliminate the required field functionality. If a required field is not satisfied, then the ticket will not save - and thus the on ticket save rule will not fire. Simplest solution is to remove the required attribute from the fields you'll be manipulating via the ticket rule.

        What is your use case? Can you describe a bit more? I'm sure there is a solution, but it may be a bit 'outside the box'.
      • Our queue is for support calls for our ERP system. In some cases, the solution requires programming, so the existing process (in another tool, not KACE) is to create a child ticket for the programming step. When the child is created the title is set to match the original with a Child of: prefix. Other values are passed over as default such as category and priority. We are now setting this up in KACE. Trying to find the best balance of required and defaults. I want some of the fields required because they need to be populated, and in some cases don't want a default value (because that opens the door to not consciously deciding what the field should be).
      • It sounds like you want to use a process. You can set required defaults and then use a ticket rule to clear those fields if the default is not changed. Example, "[Insert Value Here]". If that is not overwritten in a required field, you can use a ticket rule to clear this field entirely. The result will require that field be populated whenever a human goes in to edit that ticket and save. Ticket rules don't have to adhere to the required field limitation, because they are able to modify the SQL database outside the confines of the UI restrictions.
      • I have done something similar using a process successfully, but for this case, the second step is not always required, so we want it to be an added child with flexibility
      • Support will be limited in what we can provide in terms of custom SQL for ticket rules, but I'd like to walk through what you're looking for on a Webex. If needed, we do offer professional services options to write custom rules, but I want to make sure I understand what you're going for here. Please submit a ticket to Dell KACE support and note that it was per my request. You can find my name in my profile. You can also email me directly (also in my profile) and provide the SR # to speed things up.
      • I had a (somewhat frustrating) SR opened and closed on this. (I can't see where to find your e-mail in your profile :-) )
      • It should be listed under 'More about me' on my profile. If it's hidden for some reason it's not a secret or anything: andy_flesner@dell.com

        I'll need a new SR if your old ticket was closed, but you can certainly reference the old SR # in your new case. Thanks!
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