Rule to change queue no longer working
HD_TICKET.HD_STATUS_ID = HD_QUEUE.HD_STATUS_ID
There isn't a column with the name HD_STATUS_ID. If you want to set to the default then use HD_QUEUE.DEFAULT_STATUS_ID. The same follows for category, impact and priority.
What if I want to keep the same status, category, impact and priority (and not set the destination queue defaults) but just change the queue? - bryanpittman 6 years ago
Status IDs are queue specific, so even if they have the same name they will have separate IDs in each queue. You could use a sub select statement to get the ID for the status in the target queue. Have you tried not changing the status ID? I'm not sure what KACE will do if you don't change it as part of the rule. - chucksteel 6 years ago
I took out all the update lines except the queue change and while it does work, it changes the priority, status, category and impact to the first option available in the destination queue for each of these. I presume this is the default behavior for Kace when these aren't specified?
New Update Statement:
SET HD_TICKET.HD_QUEUE_ID = CUSTOM_FIELD_VALUE6,
where HD_QUEUE.ID=CUSTOM_FIELD_VALUE6 and
(HD_TICKET.ID in (<TICKET_IDS>)) - bryanpittman 6 years ago
I have managed to make a query, to change queue on a specific category, and keep the values, But ofcause the queue stuckture have to be exacly the same. - Ace58 6 years ago
What I was able to do, for example we wanted to move certain tickets when they are closed to a different Queue, but of course if they got moved over they would be set back to "New" status instead of staying closed.. as well as have the category set to the default etc..
So (and this should work for any of these settings) if you go into the database and see what the ID is that represents the status (or whatever) that you want set in the Queue you want to move the ticket into, then set that value with for example :
Set HD_STATUS_ID=72, HD_CATEGORY_ID=273, HD_QUEUE_ID=9
(HD_TICKET.ID in (<TICKET_IDS>))
in our Tier 2 Queue this CTR sets the Status for this particular ticket to "Closed" Category to "Employee::Change" and the queue to "9" our Employee Process Queue