Update ticket based on category..... works halfway?
06/25/2018 537 views
I am trying to update a child ticket based on the category. I want to grab certain custom values from a parent ticket and push them to a child ticket based on the category.
Parent Ticket contains computer request information for a new employee
A custom rule grabs the computer info and shoots it to the child ticket that has the "Request::Computer" category.
I have gotten this work when the category is just a single word, like "Hardware". But as soon as I change the category in the query to "Request::Computer" it selects, but does not update.
I am no SQL expert so I relied heavily on researching how exactly to do this and have gathered the following Select and Update queries. Please take a look and let me know what I'm doing wrong, or if it's even possible to do this with a two-tiered category.
HD_TICKET PARENT, HD_TICKET
JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
(((PARENT.ID = HD_TICKET.PARENT_ID) AND HD_CATEGORY.NAME = 'Request::Computer') AND HD_TICKET.HD_QUEUE_ID = 10)
HD_TICKET.TITLE = CONCAT(PARENT.TITLE, ' - ', PARENT.CUSTOM_FIELD_VALUE0 ),
HD_TICKET.SUMMARY = PARENT.CUSTOM_FIELD_VALUE7,
HD_TICKET.CUSTOM_FIELD_VALUE0 = PARENT.CUSTOM_FIELD_VALUE0
(((PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID =
) AND HD_CATEGORY.NAME = 'Request::Computer')
Here is a snap shot of the last run log.
Last Run Log after removing HD_CATEGORY
There are no answers at this time