/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


Ticket rule only for when ticket is first submitted

04/27/2015 705 views
I'm hoping this is essentially just a snippet of extra logic to add to my rule. As an example for this "question", I have a rule that automatically assigns priority to the ticket based on impact entered by the submitter. I want this rule to apply ONLY if the ticket is being submitted at that particular moment in time. I've tried setting my rule to "on ticket save" but I don't want changes done by our technician to be overrided by a rule that is stepping in too often.

Thanks in advance!
Answer Summary:
2 Comments   [ + ] Show comments

Comments

  • With tickets you have to have an escape clause. You said based on impact the priority changes. well you could add impact plus ticket isn't owned by someone. So when a tech takes the ticket, it no longer meets the criteria of the rule and won't impact it any more.

    Hope that makes sense.
    • I would love if I could set it based on Status, but I'm currently setting up rules on the wizard side (I don't rock at SQL yet :P). In the wizard, I can set Status [operand] (blank). Not sure what to use for my operand and what to put in the blank to differentiate between statuses.
  • This content is currently hidden from public view.
    Reason: Removed by member request For more information, visit our FAQ's.
  • You can uses status and Impact if you want. You can set the default status to be Opened and your rule would be Status is Opened and Impact is (whatever you want) and with that change the priority to High.

    Then your techs have to change the status to In progress or something you want that makes the ticket worked on by someone. That would prevent the rule from running as the status is not in an Opened value.
    • So I'm in 100% agreement with you here and would love to manage it this way. However I have yet to get status to yield the proper ticket results when I attempt to set it up through the wizard. I clearly don't know how to USE "status" from the wizard. Can you give me a sample? I don't even care what it is, just so long as I can get a grasp on "ok I need to use quotes" or "oh I need to use 'contains' instead of '='" or whatever

Answer Chosen by the Author

1
This should work
Answered 04/27/2015 by: nshah
Red Belt

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