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06/12/2019 69 views

First, if there is a question someone has already posted with a solution to this, please link it. I have struggled to find anything.

What I want is a ticket rule that will generate a new ticket using most of the same information but in a new queue. Specifically this is for my new user ticket queue. If they select YES on the question if they need a phone or extension changes made I want it to create a new ticket in the telecom ticket queue. If this can be linked as a child ticket that would be even better.

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Regarding searching on ITNinja, I find it much more effective to use Google:

https://www.google.com/search?q=site%3Aitninja.com+ticket+rule+create+ticket&oq=site%3Aitninja.com+ticket+rule+create+ticket

The first result for me is in regards to scheduling ticket creation, but the concept is the same:

https://www.itninja.com/blog/view/scheduling-ticket-creation



Answered 06/13/2019 by: chucksteel
Red Belt

0

I have an idea that I have not tested it, but I think it would work.

Use the wizard to create a ticket rule for the On Save event where someone selects YES for your option.  Change the UPDATE statement on the rule to an INSERT statement with the key values you need for the new ticket and be sure you set it to the Phones queue ID.  Since the [HD_TICKET].[ID] field is an auto-increment field you would not have to insert that.  I do not have a list of fields that are required fields, for inserting the records so you will have to play around with that.


For example:

INSERT INTO HD_TICKET (

  TITLE, SUMMARY, HD_PRIORITY_ID, IMPACT_PRIORITY_ID, OWNER_ID, HD_QUEUE_ID

) VALUES (

  'This is the title', 'This is the summary', '3', '3', '99','2'

)

Answered 06/14/2019 by: JordanNolan
Sixth Degree Black Belt

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