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KACE Product Support Question


Rule to copy resolution into comments on ticket reopen

02/23/2015 1396 views
Hey everyone. I've searched through here, but just cannot seem to find anything to do what I'd like. So I figured I'd make my first post to try to receive some help.

I'm extremely novice at SQL and the college I work for recently purchased Kace (K1000). I've been trying to create a few rules to make things work for us and this is one that I cannot seem to get to work correctly.

Basically what I want to happen is that when a ticket is reopened, copy what the resolution and append it as a comment, then clear the resolution. Basically so that it's ready to go for a new resolution, but the old one is still maintained in the ticket. Last I tried to do this, I didn't reference the right items and kind of overwrote all the comments, in all tickets, with the resolution.....oops. So I'm just hoping someone can give a little guidance or something to how to go about this.

Thanks for any answers or direction anyone has.
3 Comments   [ + ] Show comments

Comments

  • Are you using the "out of the box" ticket reopen rule or do you want this to happen if any ticket is change from a Closed state to an open state?
    • Thanks for the reply! We're currently using the "default" reopen rule, with one modification (I made it so it only reopens on submitter comment). But honestly, either way works; a new rule to make it happen from closed to open or modifying the current reopen rule. The main idea is just so when a ticket is reopened, the resolution is copied into a comment. I just can't seem to figure out how to get it appended, instead of overwrite all the comments.
  • Wondering if anyone has anymore information on this? I think the thing that is hindering me the most is trying to figure out how to append a comment without over-writing all comments.
  • Just figured I'd check back in to see if anyone has a way to do this? I've been able to get most of it done, I just need to know how to append a comment using SQL instead of the built-in feature in Kace. Any help is greatly appreciated.

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