Scheduling Creation of a Ticket
Back when our K1000 was on 4.3 we created a great number of automated tickets based on certain schedules for our Facilities group. I used this article: http://www.kace.com/support/resources/kb/article/how-to-schedule-the-creation-of-a-ticket as the template and a little more help from ITNinja for quarterlies.
We recently updated to 5.5 and this is no longer giving us our expected outcome. The run log shows an email being sent, and I see it in the mailbox - but a ticket is never created.
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Posted by:
PHKace
9 years ago
I've written a post to detail this in the newer versions of K1000:
http://www.itninja.com/blog/view/scheduling-ticket-creation
http://www.itninja.com/blog/view/scheduling-ticket-creation
I wish someone had updated information on how to get this to work. - bwilkerson 10 years ago
Info from Dell:
"Looking at the template the issue you are experiencing is due to changes to the My SQL database after the update to 5.4.
Unfortunately I cannot offer you any help updating SQL queries.
Our Pro Service group can help you be it would be a charge for service."
"Database changes in version 5.4 include the addition of custom fields in HD_TICKET, such as
CUSTOM_FIELD_VALUE123, and asset objects, such as ASSET_DATA_12, FIELD_123. These changes improve maintenance, but they might require you to update items such as reports, labels, and rules. When upgrading, verify that your reference databases pass the “comparetofactory” check.
The following article can be used to allow you to access the MySQL database on the K1000 directly:
http://www.kace.com/support/resources/kb/article/Can-I-access-the-K1000-appliance-database-using " - wil.maguire 9 years ago