Helpdesk Ticket Rules to transfer tickets between helpdesk queues
Unfortunately I don't know sql queries very well and need some help. We are trying to make a very simple process for ticket submission for our users. Here is how it breaks down:
Main Help desk Queue - Tech Support
Hidden secondary Queues:
Infrastructure
Development
Facilities
Tech Support is the inital queue point for all users to submit tickets. I want to make it so if you select a Category (Hardware) the ticket rule will transfer the ticket to the Infrastructure Queue. So basically based on what categoy you select would determine what queue it would go into.
I found this document:
http://www.kace.com/support/resources/kb/article/Using-Helpdesk-Ticket-Rules-to-transfer-tickets?&p=1
But it's setup so that it requires a custom field for queue number.
Anyone has a good example or modifcation of this for what I need to do?
Thanks for your help
Answers (1)
I have found a solution. I am in the middle of my deployment, but hopefully afterward I will post here how I was able to do it.
Comments:
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Did you ever get this working correctly? I am trying to configure my queue in the same way. - jfields 10 years ago
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Yes I did. What you have to do is create a hidden Custom Field in all your queues. We used CUSTOM_1 and called Queue_ID.
Then you have ticket rules:
This one searches for the parameters of the queue i.e. Infrastructure based on the category and updates the Queue_ID to the queue number.
Each queue number can be found by going to Helpdesk > Configuration > Queues and hovering over the queue. The the hyperlink should show you http:\\yourk1000name/adminui/queue.php?ID=21 <-- this is the number for the queue.
Here is the rule:
http://cl.ly/430P0Q143h0E
Then you have to have another ticket rule to physically move the tickets.
Here is that rule:
http://cl.ly/0X223T1Q2s2N
It also helps to have the same categories for ever queue so that when tickets are transferred back and forth, the categories stay the same.
Hope that helps.
Nate - nwhistler 10 years ago-
Did you have to make any changes to the 'physically move' rule after an upgrade to 5.5? I had to use the ticket rule wizard to help craft my queue number setting rule but obviously you can use the wizard to do anything related to moving between queues. - mattcollins31 10 years ago
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hi Nwhistler,
can u help me with sql rules for moving the ticket from one queue to other
this is my sql rule
SELECT HD_TICKET.ID, HD_TICKET.TITLE,
HD_TICKET.HD_CATEGORY_ID, HD_TICKET.HD_QUEUE_ID,
HD_CATEGORY.ID, HD_CATEGORY.NAME
FROM HD_TICKET
JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
WHERE HD_TICKET.CUSTOM_FIELD_VALUE8 like '%Amer%'
AND HD_TICKET.HD_QUEUE_ID = 16
ORDER BY HD_TICKET.ID
Update
UPDATE HD_TICKET, HD_CATEGORY
SET HD_TICKET.HD_QUEUE_ID = 22
WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
AND HD_TICKET.ID in (<TICKET_IDS>);
query executes with no error but doesnt move the tickets to other queue
05/12/2016 01:18:57> Starting: 05/12/2016 01:18:57 05/12/2016 01:18:57> Executing Select Query... 05/12/2016 01:18:57> selected 2 rows 05/12/2016 01:18:57> Executing Update Query... 05/12/2016 01:18:57> updated 0 rows 05/12/2016 01:18:57> Ending: 05/12/2016 01:18:57 - rahimpal 7 years ago