KACE Service Desk Rule - change CC to Submitter

I'm looking to implement a rule for a particular submitter in the service desk that will take the CC'ed user from a given ticket, make them the new submitter, and then remove the CC line—I'm not sure how to change the value of one variable to the value of another in a rule.

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Answers (1)

Posted by: Hobbsy 9 months ago
Red Belt

Ok so the values held I think the ticket are actually only ID’s and both are in the HD_TICKET table, as a guess SUBMITTER_ID and CC_ID, so all you need to do is to write the ticket rule to copy the cc_Id into the submitter_id field and set the cc_id field to NULL. If that only needs to happen for a specific submitter then add that criteria to the select where statement, i.e. WHERE HD_TICKET.SUBMITTER_ID=x

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