/build/static/layout/Breadcrumb_cap_w.png

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

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

2
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
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