Using ticket rules to kick off a Process

Hey everyone,

I just learned today that I can create processes.  I guess that shows how well my service desk training went.  Does anyone know what would be the the table and column for setting off a process?  I have a feeling it is HD_TICKET.SERVICE_TICKET_ID.  That is the only one that I see that is different.  

I'm not really looking for a custom SQL query for it, but I would love to know what I could be able to change for it to start up.  This is for a new hire process that is going to have 1 parent ticket that kicks off about 8 child tickets.  The process will be started via email from a HRIS system.  I will put import all of the information with that email.  

If this is possible, I would love to hear about it.

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  • I do know now that when I change that value to 1, and the HD_TICKET.IS_PARENT to 1 as well, creates the ticket to be a parent and gives the ticket names, but does not really give any other information or ticket numbers. - zgillette 7 years ago

Answers (1)

Answer Summary:
Posted by: Hobbsy 7 years ago
Red Belt

Top Answer

So I am guessing from your comments that what you really want here is for an incoming email to start a process that in turn then creates the child tickets for your request?

You are correct within the database in the HD_TICKET table there is the IS_PARENT field which sets the ticket as the parent, but there is also the PARENT_ID field which then relates any child ticket to the parent. However when you run a process the tickets associated within the process are held within the HD_SERVICE_TICKET table, which has the same fields as the HD_TICKET table.

The issue that you have is that running of a process is in the code somewhere and as such you don't seem to be able to link the HD_SERVICE_TICKET table to any incoming email account. The ID's used are also coordinated with the main HD_TICKET table.

Probably the only way of doing this would be to manually use the Convert to Ticket option in the menu, every time you want to start the process.

  • I was wondering about that. I was wondering if there is any way to automate this process starting (via email or ticket rule). My goal is to make it so that HR only has to touch one system, which would be their own HRIS system. - zgillette 7 years ago
    • You could get their HR system to send an email and create a ticket in your HR Queue, but you will still need to manually convert it to a process to proceed unfortunately - Hobbsy 7 years ago
      • I see that Dell has this under review now. Hopefully they will get that taken care of soon.

        http://kace.uservoice.com/forums/82699-k1000/suggestions/1983685-email-create-processes - zgillette 7 years ago

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