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KACE Product Support Question


How do I make the submitter the owner of the ticket by default?

05/19/2019 401 views

I want to make the other users able to be selected, but want to make the submitter be the default owner when the ticket is created.

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This can be accomplished with a custom ticket rule. 

SQL Select Statement:

SELECT ID
FROM HD_TICKET
WHERE HD_TICKET.OWNER_ID = 0

SQL Update Statement

UPDATE HD_TICKET
SET OWNER_ID = SUBMITTER_ID
WHERE ID in <TICKET_IDS>

Set the rule to run on ticket save. Any tickets in the queue with this rule that do not have an owner assigned will now have the owner set to the submitter the next time they are saved.

Answered 05/20/2019 by: chucksteel
Red Belt

 
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