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Adjusting "CustomerResponded" System Ticket Rule

Hello,

I'm trying to figure out if it's possible to modify the "CustomerResponded" system ticket rule in KACE's Service Desk - if a customer replies to their ticket, then our IT team replies back but afterwards we do not get a further reply from the customer...we'd like to be able to manually put the status into "Waiting on Customer", "Need More Info", etc... However it looks like once they've replied even a single time, it's locking us out from being able to change it to one of those, attempting to do so it will revert automatically into "Responded". My own SQL is pretty poor but if there's a workaround or trick here, any help would be really appreciated. Code from the current rule is below:


select distinct HD_TICKET.ID, 
                       HD_TICKET.OWNER_ID as OWNER_ID, 
                       HD_TICKET.ID as TICKNUM, 
                       HD_TICKET.TITLE,
                       HD_STATUS.NAME AS STATUS_NAME,
                       HD_STATUS.STATE as STATE,
                       OWNER.USER_NAME as OWNER_NAME,
                       OWNER.FULL_NAME as OWNER_FULLNAME,
                       OWNER.EMAIL as OWNER_EMAIL,
                       UPDATER.USER_NAME as UPDATERNAME,
                       UPDATER.EMAIL as UPDATEREMAIL
                  from (HD_TICKET, HD_STATUS)
             left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
             left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
             left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
             left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
                 where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
                   and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
                   and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
                   and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
                   and HD_STATUS.ID in (3,6,7) 
                   and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL) 
                   and UPDATER.ID > 0

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Answers (1)

Posted by: Hobbsy 3 weeks ago
Red Belt
0

I would suggest it is probably down to the status that is set, but that is a guess as you haven't shared the update statement from the rule.


If you look at the WHERE statement it only selects if the ticket status has an ID of 3, 6 or 7, if you have multiple queues or have even added in Status to your ticket queue then it is likely that this status ID is no longer correct, and tickets will not be actioned.


Comments:
  • Hi @Hobbsy - appreciate your reply / apologies for my own delay, I didn't receive a notification anyone had responded to this ticket!
    Apologies as well for missing the rule's update statement in the original post, will put it below:


    update HD_TICKET as T, HD_STATUS as STATUS

    set T.HD_STATUS_ID = STATUS.ID,

    T.RESOLUTION = CONCAT(T.RESOLUTION,'

    Reopened'),

    T.TIME_OPENED = IF(STATUS.STATE = 'opened', NOW(), T.TIME_OPENED),

    T.TIME_CLOSED = IF(STATUS.STATE = 'closed', NOW(), T.TIME_CLOSED),

    T.TIME_STALLED = IF(STATUS.STATE = 'stalled', NOW(), T.TIME_STALLED),

    T.SATISFACTION_RATING = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_RATING),

    T.SATISFACTION_COMMENT = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_COMMENT)

    where STATUS.NAME = 'Responded' and

    T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and (T.ID in (<TICKET_IDS>)) - mwoott 1 week ago

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