The power of ticket rules in KACE is amazing if you use them correctly, here is a new scenario for you that I hope may help someone.
With any decent ServiceDesk operation when the customer calls with an issue the ServiceDesk Tech taking the call should ALWAYS check the basic contact information, for example, confirm the location of the customer and also the best contact number to be able to follow up with them on the ticket progress.
With the KACE ticket layout you can display the submitter's information from within the User record, which is often imported in via LDAP.
Let's say that you want the ability to update that user record if the user has changed their contact phone details.
First, if you create a custom field in your ticket, called "Updated Phone Number" you could even add it to the right hand pane, under the prepopulated user information using a template.
You will use that field to record the new user contact number if it is different to the one displayed.
Second create a ticket rule that looks up the User record, using the submitter ID and if it is different it updates the user record.
Here is the Select statement that we used for the ticket rule
FROM HD_TICKET HD_TICKET
INNER JOIN ORG1.USER USER ON (HD_TICKET.SUBMITTER_ID = USER.ID)
WHERE (USER.WORK_PHONE != HD_TICKET.CUSTOM_FIELD_VALUE0) AND
HD_TICKET.HD_STATUS_ID = 1
Also note that this rule will only fire when the ticket is in a specific status, in this case HD_STATUS_ID = 1 is an Opened status for the queue.
This prevents the ticket rule running every time on every ticket in your database.
Also note the logic, also only update when the telephone number in the User record DOES NOT match the new telephone number.
Here is the update statement that we used
USER.WORK_PHONE = HD_TICKET.CUSTOM_FIELD_VALUE0
HD_TICKET.SUBMITTER_ID = USER.ID and
(HD_TICKET.ID in (<TICKET_IDS>))
This simply sets the new value in the user record.
If you found this Blog useful and you would like to look at functionality for your KACE Servicedesk, please contact us to have a no obligation, no pressure chat.
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