KACE Product Support Question

Ticket category changing when moving to a different queue

04/13/2020 151 views

Hello.  I recently noticed an issue.  All tickets that are created go to the service desk queue.  From there the service desk can move the ticket to a different queue if they have to.  For example say its a network issue, they can move the ticket to the Network Queue.  When this happens the categories that were selected get changed based on the default category for the network queue.  All queues have the same categories.  Is there a way that when a ticket is moved to a different queue it does not override the category?  

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The database stores the ticket's category as an ID and the ID values are unique to each queue, so the ID for category "foo" in one queue may be 5 but in another queue it may be 22. In order to maintain the category text value you will need to have the same category configured in both queues and then use a custom ticket rule to set the category in the new queue to what it was in the old queue.

Answered 04/14/2020 by: chucksteel
Red Belt

  • Thank you. I have the same categories in all the queues setup already. I'll have to play around with a ticket rule to see what i can come up with.

The category selected in the queue, just has to be duplicated in the target queue to which the ticket will be moved.

So in Queue 1 if you have a category of "wibble::wibble1

Queue 2, the target queue must also have a category value of "wibble::wibble1"

The data in the field is not linked to any category ID specific to the queue so no smart SQL required.

However, if Queue 1 has category values that do not appear in Queue 2, say "wibble::wibble2", then as that value does not appear in the second queue the SMA will then revert back to the default category value for the queue, as set in the Queue configuration screen.

Answered 04/14/2020 by: Hobbsy
Red Belt

  • Thank you but i have the same category in both queues. For example, Application::MS Office::OneDrive::Break/Fix. Ticket goes to the helpdesk queue but they need to assign it to a different queue for an O365 global admin to look into. When it gets moved the category gets changed to the default but yet the same category exists in both queues. I'm trying to play around with a ticket rule as the previous comment suggested but running into issues with getting it to work.
    • Try copying the field exactly from Queue A to Queue B in Queue customisation. Also I would be wary of using a slash, try changing it to a hyphen, see if either of those work
    • Try copying the field exactly from Queue A to Queue B in Queue customisation. Also I would be wary of using a slash, try changing it to a hyphen, see if either of those work
      • Looks like this is the fix. Copied from Queue A to Queue B. I noticed in Queue B there was a space at the end. Queue A did not have the space. Created a test ticket and magically it appears that the categories are staying the same when moving from Queue A to Queue B.

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