Ticket rule to delete or clear value?
03/01/2015 2504 views
We are on K1100 v 5.5.x and would like to upgrade to 6.3, but have an issue upgrading to 6.0+ with our help desk.
The help desk was originally designed with two custom ticket rules to populate ticket fields. One was location (HD_TICKET.CUSTOM_FIELD_VALUE1) and the other description (HD_TICKET.CUSTOM_FIELD_VALUE3).
Any time these ticket rules are enabled, or on tickets where they were enabled when the ticket was saved, 6.0+ gives a generic "KACE has encountered an error" message. We've contacted support twice regarding this, and their reply was that 6.3 would fix "the bug causing this to happen." Unfortunately, I cloned our VM and ran the 6.3 upgrade but this issue persists. Support is still looking into it, but we're at almost two weeks with no resolution.
My next idea was to try to delete or clear the data in those fields using two custom ticket rules. Our first attempt looked like this update SQL statement:
UPDATE HD_TICKET SET HD_TICKET.CUSTOM_FIELD_VALUE1 = ''WHERE HD_TICKET.ID='16789'
In this case, we were trying to test it out on a single ticket (16789). We wrote an identical update statement targeting our description field as well, but that didn't work. Our second attempt was:
UPDATE HD_TICKET SET HD_TICKET.CUSTOM_FIELD_VALUE1 = NullWHERE HD_TICKET.ID='16789'
Likewise, a sister update statement targeted the description field. In all cases, the ticket rule report said that the row was successfully updated, but tickets still open with errors.
Does anyone have any suggestions or recommendations?