KACE Product Support Question

Service Desk - Auto Populate CC List

05/05/2015 1216 views
I'm looking to create a custom ticket rule that would populate the CC List from a custom field that is pulling users. Possible?
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Answer Chosen by the Author

Yes, that should be possible. This update query should work:

update HD_TICKET
    set HD_TICKET.CC_LIST = 
        (HD_TICKET.ID in (<TICKET_IDS>))
This would set the CC_LIST value equal to the email address of the custom user specified in Custom Field 1 (CUSTOM_FIELD_VALUE0 in the table). Note that this will remove any entries already in the CC_LIST field and replace it.

Answered 05/06/2015 by: chucksteel
Red Belt

  • Thanks. Hmmm. It's not working for me. This is Custom Field 2 so I change it to pull from CUSTOM_FIELD_VALUE1.
    • What does your select query look like? Is it matching tickets that need the CC_LIST set?
      • Bam - tweaked my select query. Set it as if that custom field is not null then run the update. Seems to be working. Thanks again...
      • Actually - then if I remove the user from the custom field it does not clear the CC List which I would want to happen...
      • You might need to have two rules, one that checks to see if the custom field is set and the other that checks to see if it isn't.
      • Yeah I'm having trouble figuring what value is set for an "Unassigned" user so I can target that. Just going to have to do some trial and erorr...

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