/build/static/layout/Breadcrumb_cap_w.png

Rule works except if the Assigned Technician is a group not an individual

This rule works with the exception of when the assigned technician is a group Example: Audio Visual

How can I make this rule identify the Audio Visual group as being an owner and not flip to Client Responded Back when they put a comment in the ticket?

What I have tried doesn't seem to work. Trying to figure out where the updater id is pulling from. 

select distinct HD_TICKET.ID, 

                       HD_TICKET.OWNER_ID as OWNER_ID, 

                       HD_TICKET.ID as TICKNUM, 

                       HD_TICKET.TITLE,

                       HD_STATUS.NAME AS STATUS_NAME,

                       HD_STATUS.STATE as STATE,

                       OWNER.USER_NAME as OWNER_NAME,

                       OWNER.FULL_NAME as OWNER_FULLNAME,

                       OWNER.EMAIL as OWNER_EMAIL,

                       UPDATER.USER_NAME as UPDATERNAME,

                       UPDATER.EMAIL as UPDATEREMAIL

                  from (HD_TICKET, HD_STATUS)

             left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>

             left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID

             left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID

             left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID

                 where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID

                   and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID

                   and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'

                   and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'

                   and HD_STATUS.ID in (16,9) 

                   and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL) 

                   and UPDATER.ID > 0


0 Comments   [ + ] Show comments

Answers (1)

Posted by: Hobbsy 10 months ago
Red Belt
0

I think you will have to create a dummy user “Audio Visual” to assign the ticket to. I may have picked up the wrong end of the stick, apologies if I have, but you have to have a ticket owner in KACE, you are not able to assign to a group. The way we recommend customers to use groups if they insist on assigning tickets to a group is to create dummy users for the group.


Comments:
  • User Detail
    Login: (required)
    AU AV Group
    Name: (required)
    AU Audio Visual Group
    Primary Email: (required)
    DefaultTicketOwners@

    I have this user assigned to the correct AV role. The ticket is assigned to AU AV Group but when the technician makes a comment in the ticket it sees the comment being made by non owner and flips the status to Client Responded Back. Is there a way around this and I think maybe I am not totally understanding what you are saying about creating dummy users for the group. Thanks - scarpent 10 months ago
  • User Detail
    Login: (required)
    AU AV Group
    Name: (required)
    AU Audio Visual Group
    Primary Email: (required)
    DefaultTicketOwners@

    I have this user assigned to the correct AV role. The ticket is assigned to AU AV Group but when the technician makes a comment in the ticket it sees the comment being made by non owner and flips the status to Client Responded Back. Is there a way around this and I think maybe I am not totally understanding what you are saying about creating dummy users for the group. Thanks - scarpent 10 months ago
  • Either I am doing something totally wrong but I created dummy user and it made the problem worse - scarpent 10 months 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

Share

 
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