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03/14/2019 68 views

I am creating some employee forms (New employee, exiting employee, etc) as tickets which the IT department will convert into processes once received so they will automatically generate a bunch of child tickets - these tickets will represent all the different tasks that need to be done. I figured that part out, no problem. The problem started once I had converted more than one of the tickets into processes - there are multiple sets of child processes but there's no way to know which child belongs to which parent until you open each of them up to see who the parent is.

Is there some way to use a rule or something to prepend the child subjects with the name of the parent ticket?

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Yes you will need to do this by using a ticket rule to copy the parent ticket title to any child tickets. There is plenty of information to get you started within ITNinja for example try this response

Answered 03/15/2019 by: Hobbsy
Red Belt

  • I had found that article and I agree that would get me started... if I was familiar enough with this product which I unfortunately am not. I have no idea how to change the SQL to affect the change that I would like - the examples are for assets and custom fields. Has anyone on here setup specifically what I'm looking to do here?
0

Here is some SQL taken from a recent project of ours, it is a bit over the top, but you can cut down the text and see if it works

Select Statement

SELECT
HD_TICKET.ID,
HD_TICKET.CUSTOM_FIELD_VALUE0,
HD_TICKET.CUSTOM_FIELD_VALUE1,
HD_TICKET.CUSTOM_FIELD_VALUE2,
HD_TICKET.CUSTOM_FIELD_VALUE3,
HD_TICKET.CUSTOM_FIELD_VALUE4,
HD_TICKET.CUSTOM_FIELD_VALUE5,
HD_TICKET.CUSTOM_FIELD_VALUE6,
HD_TICKET.CUSTOM_FIELD_VALUE7,
HD_TICKET.CUSTOM_FIELD_VALUE8,
HD_TICKET.CUSTOM_FIELD_VALUE9,
HD_TICKET.CUSTOM_FIELD_VALUE12,
HD_TICKET.CUSTOM_FIELD_VALUE13,
HD_TICKET.CUSTOM_FIELD_VALUE20,
HD_TICKET.CUSTOM_FIELD_VALUE21,
HD_TICKET.CUSTOM_FIELD_VALUE22,
HD_TICKET.CUSTOM_FIELD_VALUE23,
HD_TICKET.CUSTOM_FIELD_VALUE24,
HD_TICKET.CUSTOM_FIELD_VALUE25,
HD_TICKET.CUSTOM_FIELD_VALUE26,
HD_TICKET.CUSTOM_FIELD_VALUE27,
              HD_TICKET.TITLE,
              HD_TICKET.SUMMARY,
        HD_TICKET.DUE_DATE,
HD_TICKET.PARENT_ID,
PARENT_TICKET.ID AS P_ID,
        PARENT_TICKET.DUE_DATE AS P_DUE_DATE,
PARENT_TICKET.CUSTOM_FIELD_VALUE0 AS P_CUSTOM_FIELD_VALUE0,
PARENT_TICKET.CUSTOM_FIELD_VALUE1 AS P_CUSTOM_FIELD_VALUE1,
PARENT_TICKET.CUSTOM_FIELD_VALUE2 AS P_CUSTOM_FIELD_VALUE2,
        PARENT_TICKET.CUSTOM_FIELD_VALUE3 AS P_CUSTOM_FIELD_VALUE3,
        PARENT_TICKET.CUSTOM_FIELD_VALUE4 AS P_CUSTOM_FIELD_VALUE4,
        PARENT_TICKET.CUSTOM_FIELD_VALUE5 AS P_CUSTOM_FIELD_VALUE5,
        PARENT_TICKET.CUSTOM_FIELD_VALUE6 AS P_CUSTOM_FIELD_VALUE6,
        PARENT_TICKET.CUSTOM_FIELD_VALUE7 AS P_CUSTOM_FIELD_VALUE7,
        PARENT_TICKET.CUSTOM_FIELD_VALUE8 AS P_CUSTOM_FIELD_VALUE8,
        PARENT_TICKET.CUSTOM_FIELD_VALUE9 AS P_CUSTOM_FIELD_VALUE9,
PARENT_TICKET.CUSTOM_FIELD_VALUE12 AS P_CUSTOM_FIELD_VALUE12,
PARENT_TICKET.CUSTOM_FIELD_VALUE13 AS P_CUSTOM_FIELD_VALUE13,
PARENT_TICKET.CUSTOM_FIELD_VALUE20 AS P_CUSTOM_FIELD_VALUE20,
PARENT_TICKET.CUSTOM_FIELD_VALUE21 AS P_CUSTOM_FIELD_VALUE21,
PARENT_TICKET.CUSTOM_FIELD_VALUE22 AS P_CUSTOM_FIELD_VALUE22,
PARENT_TICKET.CUSTOM_FIELD_VALUE23 AS P_CUSTOM_FIELD_VALUE23,
PARENT_TICKET.CUSTOM_FIELD_VALUE24 AS P_CUSTOM_FIELD_VALUE24,
PARENT_TICKET.CUSTOM_FIELD_VALUE25 AS P_CUSTOM_FIELD_VALUE25,
PARENT_TICKET.CUSTOM_FIELD_VALUE26 AS P_CUSTOM_FIELD_VALUE26,
PARENT_TICKET.CUSTOM_FIELD_VALUE27 AS P_CUSTOM_FIELD_VALUE27,
              PARENT_TICKET.TITLE AS P_TITLE,
PARENT_TICKET.IS_PARENT
FROM
HD_TICKET
LEFT JOIN HD_TICKET PARENT_TICKET ON HD_TICKET.PARENT_ID = PARENT_TICKET.ID

WHERE
HD_TICKET.PARENT_ID != "" AND HD_TICKET.HD_QUEUE_ID = 2


Update Statement

UPDATE
HD_TICKET
LEFT JOIN HD_TICKET PARENT_TICKET ON HD_TICKET.PARENT_ID = PARENT_TICKET.ID
SET
        HD_TICKET.CUSTOM_FIELD_VALUE9 = PARENT_TICKET.CUSTOM_FIELD_VALUE9

WHERE
HD_TICKET.ID in (<TICKET_IDS>)
Answered 03/15/2019 by: Hobbsy
Red Belt