Adjusting CustomerReponded Ticket Rule
I would like to adjust the customer responded ticket rule to not change a ticket status if a certain group makes a comment to the ticket. Currently, We have multiple help line staff members that log into kace using their own credentials, but they assign tickets to a generic help line user. If they try to put a ticket into a waiting for info status then the ticket just bounces back because the rule does not recognize them as an owner. My SQL knowledge is sadly limited. I'll post the code from the rule as it stands.
select distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE as STATE,
OWNER.USER_NAME as OWNER_NAME,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
UPDATER.USER_NAME as UPDATERNAME,
UPDATER.EMAIL as UPDATEREMAIL
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
and HD_STATUS.ID in (14)
and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
and UPDATER.ID > 0
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Answers (4)
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Posted by:
GillySpy
13 years ago
If you wanted to exempt all updates from the owners and only take action when anyone else responds.
If you want to exempt a specific group that is in a label
NOTE That if the queue owners list is the same label list then both do the same thing. In that case it is better to use the first syntax because then as you modify the queue's owner list the rule incorporates that.
FWIW, the behaviour you are trying to avoid is something that we prefer in our helpdesk since we want the original owner to be required to take action regardless of who updates it. But everyone has their own needs.
...
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
left join HD_QUEUE_OWNER_LABEL_JT QO ON QO.HD_QUEUE_ID=HD_TICKET.HD_QUEUE_ID
left join USER_LABEL_JT UL ON UL.LABEL_ID=QO.LABEL_ID
WHERE
UL.LABEL_ID IS NULL /* the updater label doesn't match any of the queue owner labels */
...If you want to exempt a specific group that is in a label
...
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
left join (select USER_ID from USER_LABEL_JT UL
JOIN LABEL L ON L.ID=UL.LABEL_ID and L.NAME IN ('excludelabel1','excludelabel2','etc') ) EXCLUDE /*list labels to exclude */
WHERE
EXCLUDE.LABEL_ID IS NULL /* the updater label doesn't match any of the listed labels */
...NOTE That if the queue owners list is the same label list then both do the same thing. In that case it is better to use the first syntax because then as you modify the queue's owner list the rule incorporates that.
FWIW, the behaviour you are trying to avoid is something that we prefer in our helpdesk since we want the original owner to be required to take action regardless of who updates it. But everyone has their own needs.
Posted by:
steelc
13 years ago
Our customer responded rule only matches if the submitter is the updater. Would that work for you? So instead of:
and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
you would have
and UPDATER.ID = HD_TICKET.SUBMITTER_ID
and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
you would have
and UPDATER.ID = HD_TICKET.SUBMITTER_ID
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