Best Practices Question
Using ticket rules to kick off a Process
07/31/2015 1790 views
I just learned today that I can create processes. I guess that shows how well my service desk training went. Does anyone know what would be the the table and column for setting off a process? I have a feeling it is HD_TICKET.SERVICE_TICKET_ID. That is the only one that I see that is different.
I'm not really looking for a custom SQL query for it, but I would love to know what I could be able to change for it to start up. This is for a new hire process that is going to have 1 parent ticket that kicks off about 8 child tickets. The process will be started via email from a HRIS system. I will put import all of the information with that email.
If this is possible, I would love to hear about it.
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So I am guessing from your comments that what you really want here is for an incoming email to start a process that in turn then creates the child tickets for your request?
You are correct within the database in the HD_TICKET table there is the IS_PARENT field which sets the ticket as the parent, but there is also the PARENT_ID field which then relates any child ticket to the parent. However when you run a process the tickets associated within the process are held within the HD_SERVICE_TICKET table, which has the same fields as the HD_TICKET table.
The issue that you have is that running of a process is in the code somewhere and as such you don't seem to be able to link the HD_SERVICE_TICKET table to any incoming email account. The ID's used are also coordinated with the main HD_TICKET table.
Probably the only way of doing this would be to manually use the Convert to Ticket option in the menu, every time you want to start the process.
Answered 08/03/2015 by: Hobbsy