Create a KACE Ticket Rule to change Due Date based on custom field
I have ticket rules that update the due date based on priority levels...however I am trying to test something out...We created a custom field CUSTOM_1 (user create; field type Date) labeled Effective Date.
What we are looking for is the user selects the date from the CUSTOM_1 field --> update Due Date to equal that date selected in CUSTOM_1 for that date with time of 8AM
This is some stuff we have put together already with the help of users on this site...which does this based on priority changing due date to x amount of time.
SELECT SQL:
select HD_TICKET.*,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
STATE,
if(M1.ID is null, 'z', concat('a', M1.NAME)) as sort_MACHINE_NAME,
if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,
if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED,
if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED,
if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED,
if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,
if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED,
if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,
if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,
case upper(STATE)
when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED)
when 'OPENED' then unix_timestamp() - unix_timestamp(HD_TICKET.TIME_OPENED)
else unix_timestamp() - unix_timestamp(HD_TICKET.CREATED) end as AGE,
if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,
if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,
if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,
if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(HD_TICKET.APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
Q.NAME as QUEUE_NAME
from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
LEFT JOIN USER U1 on U1.ID = HD_TICKET.OWNER_ID
LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
LEFT JOIN USER U3 on U3.ID = HD_TICKET.APPROVER_ID
LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID
LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID
where HD_PRIORITY.ID = HD_PRIORITY_ID
and HD_STATUS.ID = HD_STATUS_ID
and HD_IMPACT.ID = HD_IMPACT_ID
and HD_CATEGORY.ID = HD_CATEGORY_ID
and (( HD_PRIORITY.NAME = 'Low (1 Week)') and HD_TICKET.HD_QUEUE_ID = 5 )UPDATE SQL:
update HD_TICKET as T
set T.DUE_DATE = DATE_ADD(T.CREATED, INTERVAL 7 DAY)
where
(T.ID in (<TICKET_IDS>))Thanks in advance
Answers (2)
This is certainly something that is possible, but I am at a loss to understand why you don't just use the standard SLA functionality in the SMA?
You can set as many priorities as you need, you can set the target resolution time for each priority.
This then populates the due date with the SLA end, based on working time and day calculations.
If you need a date beyond the due date you just set it manually and that then becomes the SLA.
I must be missing something about your requirements, as everything else is already in the SMA as standard.
Comments:
-
Hello, thank you for your suggestion. Maybe I didn't explain it is as intended...basically what we are doing is the User picks a specific date (CUSTOM_1) and we want to update the DUE DATE to whatever that custom date the user selected and set it to 8AM as well.
Sorry my initial question was confusing...not sure why I did the priority other statement...I must have been looking at it while I was typing the question
I updated the original question... - trankin 1 year ago
Top Answer
I was able to figure this out...here is what I did in case anyone is looking for something similar in the future...
In the Update Sql section of the Ticket Rule I did this...
set T.DUE_DATE = DATE_ADD(T.CUSTOM_FIELD_VALUE0, INTERVAL 8 HOUR)
where
(T.ID in (<TICKET_IDS>))