Changes to rules after 5.4 Install
I'm in the planning phase for the upgrade of our K1000 to version 5.4. Due to the changes in the table structure for the custom rules I'm trying to figure out how much time I'll need to update my custom rules that reference the current CUSTOM_FIELD_VALUE* columns in the HD_TICKET table. From what I understand any rules that reference these columns will need to be updated to refer to the new table that will store the custom fields and their values.
Has anyone gone through this process? If so, could you provide some details related to the table structure so that I can do some advanced planning? I have already exported all of my rules so that I can begin to determine which need updated but I'd like to have an idea of how difficult some of them will be in advance.
Thanks.
Answers (3)
Sorry IT took me so long to get back to you Chuck, Geez with the holidays and 5.4 roll-out and all I've just totally let this drop off my radar! You probably already found the answer elsewhere but just for the threads continuity and the benefit of others here goes....
The joins for these tables is as follows
HD_TICKET.ID = HD_TICKET_CHANGE.HD_TICKET_ID
HD_TICKET.<file_name> = HD_FIELD.HD_TICKET_FIELD_NAME
Hope this helps with the new DB structure
Service Desk ticket rules that refer to HD_QUEUE custom fields fail because HD_QUEUE is moved to HD_FIELD during the K1000 server upgrade to version 5.4. To resolve the issue, rewrite ticket rules to use HD_FIELD.
Comments:
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By the way the wording of this blurb from the release notes is a little misleading. HD_QUEUE still exists but the columns related to help desk fields are no longer located there. They are now in HD_FIELD. - jdornan 11 years ago
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Yes, but how are the fields setup in the HD_FIELD table? I'm wondering how complicated the joins will be between the HD_TICKET and the HD_FIELD tables will be. - chucksteel 11 years ago
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Sorry for the delay, I had a long weekend off. I will post this info tomorrow. - jdornan 11 years ago
Here is the setup of the table HD_FIELD
`ID` bigint(20) unsigned NOT NULL AUTO_INCREMENT,
`HD_QUEUE_ID` bigint(20) unsigned NOT NULL DEFAULT '0',
`NAME` varchar(100) NOT NULL DEFAULT '',
`HD_TICKET_FIELD_NAME` varchar(255) DEFAULT NULL,
`ORDINAL` bigint(20) unsigned NOT NULL DEFAULT '0',
`REQUIRED_STATE` enum('none','all','opened','closed','stalled') NOT NULL DEFAULT 'none',
`FIELD_LABEL` varchar(255) NOT NULL DEFAULT '',
`VISIBLE` varchar(20) NOT NULL DEFAULT 'hidden',
PRIMARY KEY (`ID`),
KEY `HD_QUEUE_IDX` (`HD_QUEUE_ID`)
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Thanks for posting this. One thing that I don't seem to see is where the data from the tickets goes. This seems to be the definitions of the custom fields. I'm most worried about the data that was in HD_TICKET.CUSTOM_FIELD_VALUE0, HD_TICKET.CUSTOM_FIELD_VALUE1, etc. Is there a new table that contains those values? - chucksteel 11 years ago
