So this situation has come up with recent KACE consultancy customers and I thought it would be good shared as a Blog.

The situation is, if you are logging a ticket for a submitter in your servicedesk queue, if you don't pick an analyst as the ticket owner then this ticket rule will set you as the owner.

For the ticket rule to be configured you will need the following data:

 - Your Queue ID - Find this by clicking Servicedesk>Configuration>Queues> Hover over your queue and the ID will appear bottom left.

- Your Status ID for the ticket status "new" - Find this by running a quick report with the SQL SELECT* FROM HD_STATUS

Then setup a ticket rule with the following SQL

SELECT STATEMENT

SELECT HD_TICKET.ID,

       HD_TICKET_CHANGE.HD_TICKET_ID,

       HD_TICKET_CHANGE.DESCRIPTION,

       HD_TICKET_CHANGE.USER_ID,

       HD_TICKET.HD_QUEUE_ID,

       HD_TICKET.OWNER_ID,

       HD_TICKET.HD_STATUS_ID

  FROM HD_TICKET_CHANGE HD_TICKET_CHANGE

       INNER JOIN HD_TICKET HD_TICKET

          ON (HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)

 WHERE     (HD_TICKET_CHANGE.DESCRIPTION LIKE 'Ticket Created%')

       AND (HD_TICKET.HD_QUEUE_ID = 1)

       AND (HD_TICKET.OWNER_ID = 0)

       AND (HD_TICKET.HD_STATUS_ID = 4)

N.B. Change the values to your Queue ID in line 12 and your Status ID into line 14.

Set the UPDATE STATEMENT as follows

update HD_TICKET HD_TICKET

       INNER JOIN HD_TICKET_CHANGE HD_TICKET_CHANGE

          ON (HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID)

    set HD_TICKET.OWNER_ID = HD_TICKET_CHANGE.USER_ID

WHERE (HD_TICKET.ID in (<TICKET_IDS>))

Set the ticket rule to run on ticket save and you are good to go.

If you now log a ticket and do not pick an Assignee at the time of logging, the ticket will be Auto assigned to you.