KACE Product Support Question

Tickets status not changing

07/25/2016 503 views

When tickets are are assigned to help desk technician status is in Pending Assignment and not changing to Assigned 
3 Comments   [ + ] Show comments


  • Do you have a rule in place that should be changing the status? If so, please post the SQL code.
  • no rule, where can i find the rule ? any links?
  • http://'yourcompanykbox'/adminui/ticket_rule_list.php

All Answers

You will have to create a custom rule for this. I would suggest starting with the rules wizard to search for tickets where the status is Pending Assignment and the Owner username is not null. Test the rule to make sure it matches a ticket that should be updated. In the next step of the rule have it change the status to Assigned.

Note that the test for Owner is not null may not work correctly. If it doesn't then you will have to modify the SQL code once the rule is completed. If you need help with that then post the SQL select statement here and someone can help.
Answered 07/26/2016 by: chucksteel
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