KACE Product Support

You could give this a shot.  I put in a couple of category names just to test the Select query, so you'll want to tweak this to whatever you need.  Be aware that if you include *lots* of categories, that at some point you'll hit a character limit and may need to use a second rlike (REGEX) statement.  I would just test with one ticket (and category) to begin with and make sure that it works before expanding it too much.

A couple other things to bear in mind:

1) You'll also probably want to make sure the categories exist in the second queue before testing.

2) Further tweaking of the update query may be necessary if the moved ticket doesn't inherit the HD_CATEGORY.ID and HD_CATEGORY.ORDINAL values (which differ between the queues).  I would check these values before and after the initial test and if the values aren't inhertied, I'd scale the Select query to a single category and then tweak the Update query as necessary.  But hopefully this will at least be something to start with. 

Hope that helps!

John

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Select Query:

SELECT HD_TICKET.ID, HD_TICKET.TITLE,
HD_TICKET.HD_CATEGORY_ID, HD_TICKET.HD_QUEUE_ID,
HD_CATEGORY.ID, HD_CATEGORY.NAME
FROM HD_TICKET
JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
WHERE HD_CATEGORY.NAME rlike 'File::Access|File::Missing'
AND HD_TICKET.HD_QUEUE_ID = 1
ORDER BY HD_TICKET.ID

Update Query:

UPDATE HD_TICKET, HD_CATEGORY
SET HD_TICKET.HD_QUEUE_ID = 2
WHERE HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
AND HD_TICKET.ID = <TICKET_IDS>

usually that falls under escalation or sending to Level 2 support. Either way their has to be a trigger that tells the kbox it needs to move it from one queue to another. You can also create two queue and information your end users that if the issue is 1, 2, 3 open it in Tier 1. If the issue is a, b, c open ticket in tier 2.

You might want to check this article out.

http://www.kace.com/support/resources/kb/article/Using-Helpdesk-Ticket-Rules-to-transfer-tickets

Also this has a lot of Helpdesk rules and information.

http://www.kace.com/support/resources/kb/category/help-desk

We are trying to have the users come in one interface, but now another division besides IT wants a ticketing queue.  If the Category CAPPS is chosen in our IT queue the rule sends it to the finance queue.  Another rule in their queue can send it back to IT for Account Management if that Category is chosen.  Have to train them not to loop tickets.

Been trying to follow this and came up with:

SELECT HD_TICKET.ID,
HD_TICKET.HD_QUEUE_ID,
HD_CATEGORY.NAME,
HD_CATEGORY.ORDINAL
FROM HD_TICKET
JOIN HD_CATEGORY ON (HD_TICKET.HD_CATEGORY_ID = HD_CATEGORY.ID)
WHERE HD_CATEGORY.ORDINAL = 4
AND HD_TICKET.HD_QUEUE_ID = 9
ORDER BY HD_TICKET.ID

UPDATE HD_TICKET.ID, HD_CATEGORY
SET HD_TICKET.HD_QUEUE_ID = 14 AND
SET HD_CATEGORY.ORDINAL = 3 AND
SET HD_CATEGORY.NAME = CAPPS
WHERE HD_TICKET.ID = <TICKET_IDS>

The ordinal being different between queues makes it a little tricky an you need to know your queue numbers!

Haven't posted in a long time and at another agency now.  Still waiting on my make user inactive enhancement which got a lot of votes.  Wouldn't have to delete them and could historically report, but not assign or request anymore.  Tried that duplicate user rule without success, but might get back to it.  Hope this helps someone.