KACE custom ticket rule to set priority based on CUSTOM User Defined DATE FIELD
We are looking to set a ticket rule or multiple rules if needed to do the following
If CUSTOM0 (date field) equals TODAY set priority to CRISIS
If CUSTOM0 (date field) equals 1 DAY FROM TODAY set priority to HIGH
If CUSTOM0 (date field) equals 2 OR MORE DAYS FROM TODAY set priority to MEDIUM
If CUSTOM0 (date field) equals 1 WEEK OR MORE FROM TODAY set priority to LOW
We have a ticket rule in place the sets the due date based on the custom field and that works fine...here is how that looks in case that helps with how to do the above situations...
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_TICKET.CUSTOM_FIELD_VALUE0 is not null) and HD_TICKET.HD_QUEUE_ID = 5 )
update HD_TICKET as T set T.DUE_DATE = DATE_ADD(T.CUSTOM_FIELD_VALUE0, INTERVAL 8 HOUR) where (T.ID in (<TICKET_IDS>))
Thank you in advance!
So take a look at my answer to the question above yours on IT Ninja.
Create a rule using the wizard as I described, but into the WHERE statement in the SELECT SQL insert date code like I used in that answer. Change the operands so it looks more like this?
((TIMESTAMP(HD_TICKET.CUSTOM_FIELD_VALUE0) <= NOW()
AND TIMESTAMP(HD_TICKET.CUSTOM_FIELD_VALUE0) < DATE_SUB(HD_TICKET.CUSTOM_FIELD_VALUE0,INTERVAL 1 DAY))
Then you need to find out what the ID’s are for the Priority values you want to use, you will find them in the HD_PRIORITY table.
Add to your SET statement
HD_TICKET.HD_PRIORITY_ID = x
For ease and less complication create a rule for each priority
Indigo Mountain is a Quest Silver + partner, operates as KACE professional services in the UK market place and has over a decade of KACE Service delivery